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:** + 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.