Customer Insights Analyst- Project Manager

The Port Authority of New York & New Jersey; New York (NY); On-site; USD 70,000 - 152,000; Full time

Job summary

The Port Authority of New York & New Jersey is seeking a Customer Insights Analyst- Project Manager. This pivotal role involves driving improvements in customer experience through analysis of data, effective project management, and collaboration across teams to enhance customer satisfaction at area airports. Candidates should have strong data analysis skills and a customer-centric mindset along with relevant educational qualifications.

Qualifications

• Minimum 2 years of relevant experience.
• Proficiency in data analysis and customer experience analysis required.
• Ability to travel to airport facilities as needed.

Responsibilities

• Collect and analyze customer feedback and data.
• Monitor customer experience metrics and produce reports.
• Manage projects and collaborate with teams to implement solutions.

Skills

Data analysis

Analytical skills

Communication skills

Project management

Customer-centric mindset

Education

Bachelor’s Degree in Business, Data Science, or related field

Master’s Degree in Business Administration or related field

Tools

PowerBI

Medallia

Job description

Customer Insights Analyst- Project Manager

Customer Insights Analyst- Project Manager

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The Aviation department is looking for a Project Manager, Customer Insights Analyst to join the Customer Experience (CX) unit. This unit is responsible for developing customer experience strategy, standards, and programs across PANYNJ’s airports (JFK, LGA, EWR, SWF, TEB), ensuring a high standard of service delivery, measuring CX performance, and driving improved customer satisfaction through effective use of customer feedback.

Reporting to the Manager of Customer Experience Analysis, the Customer Insights Analyst will play a key role in Aviation’s Voice of the Customer data program, working on a range of customer research and data collection programs, conducting analysis of CX data, and guiding and project managing improvements for customers.

Responsibilities

• Collect and analyze customer feedback: Gather data from surveys (e.g. ACI-ASQ, J.D. Power, Wi-Fi surveys), reviews, complaints, real-time data collection systems (e.g. FeedbackNow, wait time measurements) and other sources to identify common issues and areas for improvement.
• Monitor customer experience metrics: Track key performance indicators such as customer satisfaction (CSAT); produce recurring CX metrics reports; maintain and enhance dashboards and data visualizations.
• Provide actionable insights: Communicate findings and recommendations to stakeholders; work collaboratively with stakeholders to influence improvements; develop data-driven business cases to support the advancement of new initiatives.
• Manage projects and collaborate with cross-functional teams to implement solutions based on customer insights.
• Measure and evaluate the success of CX initiatives, investments, and projects.
• Conduct customer research activities such as focus groups, journey mapping, customer observations/shadowing, and industry best practice research.
• Administer contracts associated with customer data collection and analysis programs, including invoicing, procurement, and vendor management.

Minimum Qualifications

• Bachelor’s Degree in Business, Data Science, Planning, Public Administration, Transportation, Marketing, or a related discipline from an accredited college or university.
• A minimum of two (2) years of relevant experience.
• Ability to travel to Port Authority airport facilities (JFK, LGA, EWR, TEB, SWF) as needed.

Desired Qualifications

• Master’s Degree from an accredited college or university in Business Administration, Data Science, Public Administration or related field.
• Demonstrated proficiency in data analysis, strong analytical and mathematical skills.
• Excellent written and verbal communication skills and demonstrated ability to communicate data to non-technical audiences.
• Experience in customer experience analysis, including customer survey and market research.
• Familiarity with data visualization, Voice of the Customer, CRM, and analytics tools, particularly PowerBI and Medallia, with an ability to develop competency.
• Customer-centric mindset and a commitment to public and customer service.
• Familiarity with Aviation facilities and operations

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Project Management and Analyst

• Industries

  Government Administration and Airlines and Aviation

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