Guest Insights Research Program Manager

Company

Alaska Airlines

The Team

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you. 

Role Summary

Alaska Airlines is looking for a talented and experienced Guest Insights Research Manager to join the Guest Research & Insights team. This person will be responsible for a Hawaiian Airlines post-flight guest experience survey as well as custom studies, including vendor management, program oversight and analysis, and recommendations that assess our performance from a brand, customer, and product perspective. The individual contributor role will lead, facilitate and leverage guest tracking research to assess opportunities and risks, deliver actionable guest insights, and identify recommendations and potential solutions. This role demands a service-oriented, intellectually curious individual who is skilled at presenting complex metrics in an accessible format to a diverse audience of stakeholders.

Key Duties

• Manages guest research projects, including identifying market research objectives, designing research methodology, identifying and managing vendors, developing questionnaires and guidelines, implementing and analyzing research, deriving actionable insights and reporting on findings.
• Collaborates with and provides insights and recommendations to business leaders and other business owners to solve complex challenges facing the company by leveraging existing tracking research, data analysis, and reporting.
• Manages relationships with suppliers and research agencies and identifies potential suppliers to meet changing research needs.
• Generates and maintains regular reports, scorecards, and dashboards. Gather various data points from multiple data sources. Creates and designs new reports, dashboards, and measurements methods.
• Promotes the guest insights function by seeking out opportunities to apply existing tracking data to business problems
• Creates, manages, and maintains documentation and repositories for analytical information, training documentation, implementation documents and critical internal process documents.
• Conducts ad-hoc analysis and reporting as needed.
• Stays current and informed on latest research methodologies, both traditional and emerging, and continually evolves Alaska and Hawaiian Airlines' guest research capabilities.
• Contributes to the development of best practices for projects involving guest research and insights.
• Performs other duties as assigned.

Additional Details

This position can be located in Honolulu, HI OR Seattle, WA and must be willing to relocate to either location.

Job-Specific Experience, Education & Skills

Required

• A minimum of 7 years of experience leading consumer research, such as developing consumer research strategies, leading major research projects with significant experience in continuous tracking, transactional satisfaction, relationship satisfaction, brand health, ad campaign, and related budgets.
• A minimum of 7 years of strong analytic, quantitative, qualitative and data interpretation skills.
• A Bachelor of Arts or a Bachelor of Science degree, preferably with a focus in business administration, marketing, analytics, psychology, sociology, anthropology or an additional two years of relevant training/experience in lieu of this degree
• Demonstrated experience managing and leveraging tracking studies, data analytics, generating data-based insights.
• Experience and success engaging stakeholders, including influence management.
• Experience successfully managing vendors as strategic partners.
• Proven ability to turn data into compelling stories and insights that drive clear business actions and outcomes.
• Advanced proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).
• Proficiency with data analytics tools (Survey Reporter, SPSS).
• Excellent verbal and written communication skills.
• Excellent problem-solving skills and attention to detail.
• Proven ability to work independently, be self-motivated with a high degree of intellectual curiosity
• Ability to interact with business leaders and provide insights and recommendations, and collaborate to solve complex challenges facing the company.
• Ability to prioritize and multi-task in a dynamic environment.