Analyst, Customer Insights and Care

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:

Bachelors 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.