2024-09-02
US, GA - Atlanta, Atlanta Position Type: 4
Job ID: 24-25307 Apply Now

The Business Analyst must be able to operate with minimal supervision and translate conceptual ideas into actionable plans.

Primary Functions:

The Business Analyst, Service Customer Experience Reporting & Analysis will:
Identify and support implementation of automation opportunities in QA efforts for scalability and growth
Utilize SQL, SAS, Tableau, Access, Excel to create and report on operational metrics and inform areas to focus on delivery stations and understand service standards for specific job functions
Serve as a process improvement leader for large and complex Airport Service initiatives
Have a team first attitude with the success of our team and business partners as their top priority
Be a highly analytical thinker who looks for problems to solve and then comes up with innovative ideas
Support and make recommendations towards improvements in service standards development, QA program, airport initiatives and related processes
Prepare weekly and monthly performance reporting and customer experience insights based on various internal and external data sources
Identify service/quality issues and root causes, identify corrective actions, and drive continuous improvement in close coordination with the Service Delivery teams, ensuring a cohesive effort between implementation, CXO, curated action plan development, and Red Coat program and Premium Services developments
Overall responsibility for measuring and evaluating the efficacy of service standards and goals for the organization based on consumer trends, survey responses, and audit data
Always keeps a safety-conscious environment top of mind when assessing continuous improvement processes, resulting in employee and customer safety and wellbeing.

Quals--
(PREFERRED QUALIFICATIONS)
Strong technical skills in SQL, Tableau, Excel, Power BI
Strong communication skills (Written, spoken, and presentation)
Ability to transform analysis into a well-informed suggestion
Highly innovative does not wait on manager to provide work but instead seeks to find solutions to Airport Customer Service problems

(MINIMUM QUALIFICATIONS)
5 years equivalent work experience
Technical & Analytical Skills (ex: SQL, Python, SAS, Tableau, Microsoft Office, etc.)
Flexible, Proactive, and able to multitask
Creative, collaborative, and innovative problem solver Strong communication (written and presentation) and interpersonal skills
Strong communication skills.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR department by sending an e-mail to notifications@nlbservices.com.
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