Experience Strategy Analyst

The Gogo Business Aviation Experience Strategy Analyst is a member of the Customer Experience team (CX) and will be assisting by delivering the highest quality customer experience through feedback, research, reporting, and analysis. Customer experience is the sum of all interactions a person has with a brand, product, or service, so this is a multi-faceted role.
Want to learn fun new technologies while working with people who love what they do?
COME ABOARD THE GOGO BUSINESS AVIATION CUSTOMER EXPERIENCE TEAM!
How will you make a difference and learn?

• Help administer CX systems, including reviewing customer feedback, such as survey responses, focus group transcription, etc., and analyze both data and dashboards
• Assist in CX project coordination, including task and timeline tracking, meeting coordination, and documentation
• Aid in coordinating the Customer Success program, which will include analysis of participants and statuses as well as tracking and administering benefits

• You will have an opportunity to delve into one or more of the following areas within your work in the customer experience team:
  • Learn and apply cutting-edge Customer Experience methodology from an expert in the field. Gogo is at the forefront of CX innovation, and you'll have a chance to learn about new techniques and advanced applications
  • Apply Project Management methodology from PMI. These skills and knowledge will lead to successful projects at Gogo as well as prepare you if you decide to pursue a PMP certification later in your career
  • Work with quantitative and qualitative customer research methods and utilize the top-tier research software Qualtrics

Qualifications

• Bachelors or Master's degree in Marketing, Business, Statistics, or a related field, or equivalent working experience
• 0-2 years' experience in a customer experience or customer analysis role

Required Skills, Experience and Talents

• Strong interest in and/or curiosity toward consumer behavior and customer attitudes
• Effective and confident communication skills (both verbal and written), with the ability to work with other groups within the organization and deliver presentations
• Solid computer skills with the ability to learn new tools quickly and efficiently
• Excellent organization skills, process-oriented thinking, and ability to clarify instructions and requests
• Self-sufficiency in problem-solving, information gathering, and task prioritization
• MS Office Suite experience (Word, Excel, Power Point)

Preferred Skills, Experience, and Talents

• Experience in the aviation or telecom industries
• Working knowledge of popular survey platforms (i.e. Qualtrics, Survey Monkey, etc.) and business intelligence software (Tableau, MicroStrategy, etc.) solutions
• Demonstrated ability to identify and communicate key insights from analysis of complex data
• Exposure to a variety of quantitative and qualitative research processes and methods, including but not limited to CRISP-DM, conjoint studies, CSAT / NPS, sentiment analysis, etc.
• Has worked with R, SAS, SPSS, or similar statistics tools
• Knowledgeable with project management methodologies

Equal Pay Disclosure(s)
Base Pay:
48,000.00 - 60,000.00 USD Annual
Target Annual Short-Term Incentive:
Bonus Plan at 5% (% of Annualized Base Pay)
Eligible for Incentive Stock Program:
Yes
Benefits:
Gogo offers competitive benefits including medical, dental and vision coverage with plans that can fit each employee's needs. We offer an immediate vesting 401k plan, paid time off and volunteer time off. Employees have the option to participate in an Employee Stock Purchase Plan. Visit the Careers page on our website for more information at www.gogoair.com/careers.
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Gogo is an Equal Opportunity and Affirmative Action employer, working in compliance with both federal and state laws. We are committed to the concept of Equal Employment opportunity.
Qualified candidates will be considered for employment regardless of race, color, religion, age, sex, national origin, marital status, medical condition, or disability.
The EEO is the law and is available here. Gogo participates in E-Verify (English and Spanish). Right to Work Statement (English and Spanish).