Senior Executive / Assistant Manager Customer Services Data Analytics

Job Description The successful candidate will be part of the Customer Services Data Analytics (CSDA) squad in the Ground Experience Development (GED) department, Customer Services & Operations (CSO) division. He/she will be responsible for all aspects of data analytics for the department with the objective of improving customer experience and operational efficiency for the CSO division. In addition, he/she will be the point person in the division working with business units and the IT Division to leverage the use of Generative AI to enhance customer experience and staff productivity. Reporting directly to the Vice President of Ground Experience Development, the successful candidate shall collaborate with business units in the CSO division, IT Department, and service providers to develop and implement solutions that will facilitate data analytics across multiple source systems for stakeholders to have clear insights and make informed, data-driven decisions. Key responsibilities: Review data initiatives to ensure that outcomes are aligned with business objectives. This involves working closely with business units to identify problem statements and business processes and to prioritize initiatives based on business value and outcomes against a set budget. Lead the CSDA squad (Scrum Master, developers, and data engineers) to apply best practices in Agile product delivery and identify opportunities to optimize resources and seek innovative solutions to problem statements. Ensure robustness of User Acceptance Testing and manage initiative delivery timelines against business needs and available resources. Liaise with business units in the CSO division to review and implement initiatives that leverage GenAI, where practical, and ensure that such initiatives are implemented in compliance with the GenAI governance framework. Investigate data discrepancies, quality issues, and any EIM or Tableau related issues within the division and implement robust system fixes when required. Promote a data-driven mindset among business users through regular communications and engagement. Provide guidance to business users on queries related to data analytics and dashboard development. Perform administrative tasks for the CSDA squad. Work with ambiguity in a data discovery role. Requirements Bachelor’s Degree majoring in Data Science and Analytics, Business Analytics, Computer Science, or Information Technology. Professional Scrum Product Owner (PSPO) certification is desirable. Experience in agile methodology is desirable. Experience in data analytics is desirable. Experience in design thinking. Experience in developing data query pipelines using programs such as SQL and MS Excel. Experience in operationalizing and designing data visualizations using software such as Tableau. Experience in project management. At least 3 years of working experience in a relevant role. Comfortable working with big data and ambiguity. #J-18808-Ljbffr