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.
