Lead Analyst Service Improvement

2 semanas atrás

Lisboa, Lisboa, Portugal SITA Tempo inteiro

Overview:

  • As Lead Analyst Service Improvement, you will play an important role in supporting our bestinclass CX strategy at SITA and foster a culture of sustainable change to deliver business transformation within the air travel industry. You will be provided with ample opportunity for professional growth and development, this role calls for an individual who relishes the opportunity to help SITA in its vision of Easy Air Travel Every Step of the Way.

Reporting to the Director of Customer Experience & Quality (SITA Global Services), you will be a part of the CX & CI team whose mission is to safeguard a positive customer experience.

Are you ready to be part of the future?
What You Will Do

  • Help drive the CX culture by identifying and providing quantifiable proof of connection between customer experience and value.
  • Collaborate seamlessly across diverse business units to forecast the potential value derived from targeted enhancement initiatives.
  • Run cross analytics between the various sources of customer input to provide leadership with deep insights and pointers for improvement, together with quantifiable estimates of expected results
  • You are likely to work with specific teams wanting concrete improvements, dissect their data and pinpoint focal areas to drive measurable projected returns
  • Fuel tangible improvements; Translate complex analytical findings into understandable visualizations and compelling presentations using innovative tools like Power BI
  • Bridge the gap for effective communication; Communicate technical insights to a diverse audience, including nontechnical stakeholders, using tools like MS PowerPoint
  • Work with unstructured data from multiple sources, showcasing the ability to extract meaningful insights to support the business with informed decisionmaking
  • Analyze data and look for patterns, correlations, and trends in the datasets, contributing to the overall quality improvement efforts
  • Refine, transform and uphold data excellence; Look for variances in the data, transform and clean the data to ensure accuracy and data integrity

Qualifications:

Who You Are

  • At least 3 years' experience as a data analyst or business analyst, supporting process improvement projects.
  • Solid educational foundation in quantitative disciplines, coupled with a diverse set of technical skills spanning data analysis, visualization, and quality improvement methodologies
  • Proven experience in working with unstructured data from multiple sources, showcasing the ability to extract meaningful insights.
  • Strong Analytical thinking, critical thinking, looking for a pattern in the data.
  • Experience with the analysis of data and looking for a pattern within the dataset, transformation, cleaning the dataset
  • Have a passion for data, its accuracy, its interpretation, and presentation.
  • Great Data Intuition you know what you are expecting to see and can spot when data is clearly wrong.
  • Process thinker Capable of understanding systems and how processes are built and you have an understanding of where there are likely to be points in a process where data is likely to reside.
  • Strong written, verbal, visual communication skills; with a specific emphasis on being able to communicate technical insights to nontechnical stakeholders using tools like MS PowerPoint
  • You are independent and autonomous and use your curiosity to investigate in greenfield, making suggestions and recommendations in support of our strategy
  • Strong attention to detail
  • Ability to multitask, stand up to pressure and meet tight deadlines and be proactive and resultsdriven.
  • You're probably the kind of person that gets frustrated when you cannot reconcile something 100%
  • Service driven with strong customer orientation.

Technical Certifications and Qualifications

  • A bachelor's degree in a relevant field such as Mathematics, Statistics, Computer Science, Engineering, or a related quantitative discipline.
  • Any additional certifications or courses related to data analysis, statistics, quality improvement methodologies, or relevant technical disciplines would be advantageous.
  • Knowledge of Six Sigma methodologies, potentially supported by Six Sigma certification
  • Basic understanding of project management principles and practices, with potential Project Management training.

Tools & Technologies

  • Competent in Microsoft Office, particularly Microsoft Excel for data analysis and manipulation.
  • Proficiency in MS Excel. You would like to experiment with your passion for data in a professional environment and have enough expertise to work with data using MS Excel.
  • Power BI dashboard experience for data visualization and creating interactive dashboards.
  • Knowledge of programming languages such as Python and R for data analysis and statistical modeling is considered an asset
  • Understanding of data engineering principles and practical experience with data engineering tools and platforms, with a plus f

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