Customer Experience Analyst - Business Aviation

One team. Global challenges. Infinite opportunities. At Viasat, we're on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We're looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

Customer Experience focus specializes in providing customer-centric experiences across all delivery channels, products and services within the Business Aviation sector. This role involves working with internal and external partners throughout the value chain to enhance the overall customer experience in Business Aviation.

• Analyzes, designs, and implements changes to points of interaction between Business Aviation customers and the company to enhance customer experience with aviation services and products.
• Identifies and communicates areas of improvements in client experience to enhance Business Aviation products and services.
• Serves as customer advocate for Business Aviation clients and recommends and implements client feedback that influences and supports aviation business decisions.
• Designs and implements systems for collecting, consolidating, and analyzing customer interaction data specific to Business Aviation to produce metrics and identify areas for improvement.
• Collaborates with Business Aviation leaders and multi-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty in the aviation sector.
• May get in touch with Business Aviation customers, interact with aviation partners, and/or conduct focus group meetings to vet ideas and prototype solutions before implementation.
• Works on and may lead Business Aviation projects of diverse scope with some instruction. Demonstrates judgment in providing / suggesting methods within the aviation context.
• Works autonomously with some instruction to tackle well-defined problems in Business Aviation. Presents results according to predefined metrics and makes suggestions to determine appropriate methods for aviation-related issues.
• A professional with a core understanding of Business Aviation and customer experience specialization. Resolves larger, sophisticated issues in creative ways within the aviation sector.

The ideal candidate will work remotely from the East Coast of the United States of America.

• Minimum of 5 years of related experience in data analysis or related customer experience roles.
• Bachelor's degree or equivalent experience in a related field preferred.
• Knowledge of Business Aviation industry trends, customer needs, and value chain dynamics is highly desirable.

• Analytical Proficiency: Highly numerate with strong analytical capabilities to interpret complex data.
• Detail Oriented: Attention to detail and a commitment to data accuracy in aviation-related metrics and reports.
• Data Visualization Expertise: Experience in creating compelling storytelling visualizations with a focus on user experience.
• Eye For Business: A solid understanding of how to deliver data solutions and visualizations that drive commercial success in the Business Aviation sector.
• Storytelling: Strong written and verbal communication skills to effectively convey insights and recommendations to a variety of collaborators.
• Relationship Management: Solid skills in establishing relationships and collaborating with partners, demonstrating a customer-centric approach within the Business Aviation ecosystem.
• Insight Advocacy: A passion for promoting the benefits of insight solutions within the organization, particularly as they relate to enhancing Business Aviation services.
• Agile Attitude: A delivery-oriented mentality supported by experience in agile methodologies, adaptable to the fast-paced nature of the aviation industry.
• BI Skills: Proficiency in delivering high-priority Business Intelligence solutions quickly when needed, with a focus on aviation-specific data and metrics.
• Creative Problem-Solving: A curious attitude with a knack for creating innovative solutions to solve complex Business Aviation challenges.

Viasat is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, physical or mental disability, medical condition, marital status, genetics, age, or veteran status or any other applicable legally protected status or characteristic. If you would like to request an accommodation on the basis of disability for completing this on-line application, please click here.