Signature is seeking an Analyst, Customer Insights and Care . This role will be an integral part of Signature's strategy for engaging with customers at a one-to-one level by:

• Delivering insights that improve the customer experience

• Assisting with Customer Care issues

• Participating in the creation of Signature's new CRM

Customer Insights

• Creates/manages alerts to ensure Real Time handling of issues needing immediate attention

• Manages the hierarchy file which feeds into role-based dashboards and alert notifications

• Monitors daily response rate and data file feed, ensuring all systems related to the customer satisfaction program are running as planned

• Performs a monthly analysis for our two largest partners, NetJets and Flexjet, reviewing Signature's and NetJets' survey results, operational stats, deviation performance and GM compliance

• Educates field leadership on the customer satisfaction process

• Provides base-specific feedback to ensure GMs are aware of their performance and actioning it

• Administers and reports on the deviations process for our car rental partners

• Ensures customer satisfaction data is cleaned, and dashboard reporting is accurate

• Follows up with GMs on overdue alerts

• Send out weekly recap of survey comments to operational leadership

Customer Care

• Acts as a champion for the customer within the organization

• Ensures consistent and effective customer issue resolution across the company

• Proactively addresses service issues from key customers

• Shares feedback with 3rd party providers (rental car, catering, etc.)

• Provides Real Time feedback on the efficiency of the customer service process

• Serves as a resource on the development of using Artificial Intelligence in Customer Care delivery

Customer Care and Insights efforts related to the new CRM project

• Collaborates with CRM to ensure Signature has full visibility into all customer interactions

• Actively participates in user acceptance testing (UAT) script review sessions

The Ideal Candidate

• Is comfortable navigating ambiguity and constantly able to reprioritize work as needed

• Is a proactive self-starter and a team player ready to roll up your sleeves wherever attention and support are needed

• Is a clear and effective communicator

• Is exceptional at building trust and partnerships with key stakeholders

• Is organized, curious, and loves to learn

• Effectively manages multiple internal clients, projects, and disciplines simultaneously

• Prides yourself in your impeccable attention to detail in all aspects of your work

Required Qualifications:

• Bachelor's degree required

• 1-3 years' experience in consumer insights, corporate strategy, or management/strategy consulting

• Strong project management skills and experience balancing multiple projects or responsibilities simultaneously

• Hands-on research experience in both Quant and Qual methodologies

• Experience with customer experience platforms, including Qualtrics a plus

• Qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status.