Description
About the Role
The Aviation department is looking for a Project Manager, Customer Insights Analyst to join the Customer Experience (CX) unit. This unit is responsible for developing customer experience strategy, standards, and programs across PANYNJ's airports (JFK, LGA, EWR, SWF, TEB), ensuring a high standard of service delivery, measuring CX performance, and driving improved customer satisfaction through effective use of customer feedback.
Reporting to the Manager of Customer Experience Analysis, the Customer Insights Analyst will play a key role in Aviation's Voice of the Customer data program, working on a range of customer research and data collection programs, conducting analysis of CX data, and guiding and project managing improvements for customers.
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Responsibilities
- Collect and analyze customer feedback: Gather data from surveys (e.g. ACI-ASQ, J.D. Power, Wi-Fi surveys), reviews, complaints, real-time data collection systems (e.g. FeedbackNow, wait time measurements) and other sources to identify common issues and areas for improvement.
- Monitor customer experience metrics: Track key performance indicators such as customer satisfaction (CSAT); produce recurring CX metrics reports; maintain and enhance dashboards and data visualizations.
- Provide actionable insights: Communicate findings and recommendations to stakeholders; work collaboratively with stakeholders to influence improvements; develop data-driven business cases to support the advancement of new initiatives.
- Manage projects and collaborate with cross-functional teams to implement solutions based on customer insights.
- Measure and evaluate the success of CX initiatives, investments, and projects.
- Conduct customer research activities such as focus groups, journey mapping, customer observations/shadowing, and industry best practice research.
- Administer contracts associated with customer data collection and analysis programs, including invoicing, procurement, and vendor management.
Minimum Qualifications
- Bachelor's Degree in Business, Data Science, Planning, Public Administration, Transportation, Marketing, or a related discipline from an accredited college or university.
- A minimum of two (2) years of relevant experience.
- Ability to travel to Port Authority airport facilities (JFK, LGA, EWR, TEB, SWF) as needed.
Desired Qualifications
- Master's Degree from an accredited college or university in Business Administration, Data Science, Public Administration or related field.
- Demonstrated proficiency in data analysis, strong analytical and mathematical skills.
- Excellent written and verbal communication skills and demonstrated ability to communicate data to non-technical audiences.
- Experience in customer experience analysis, including customer survey and market research.
- Familiarity with data visualization, Voice of the Customer, CRM, and analytics tools, particularly PowerBI and Medallia, with an ability to develop competency.
- Customer-centric mindset and a commitment to public and customer service.
- Familiarity with Aviation facilities and operations.
Selection Process
The application process varies by position but typically includes an initial phone interview for qualified candidates, followed by a more in-depth interview(s) and/or assessment(s). Selected candidates who are made a conditional job offer will be asked to undergo a background check.
Compensation & Benefits
The Port Authority of New York and New Jersey offers a competitive benefits package and a professional environment that supports development and recognizes achievement.
Click here for more information about benefits, our culture, and career development opportunities.
How to Apply:
Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.
Only applicants under consideration will be contacted.
About The Port Authority:
Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than twenty three billion in annual wages and eighty billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.
Equal Opportunity Employer
The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.