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About the Role
The Manager, Customer Analytics leads the measurement and analysis of Customer behavior across JetBlue's marketing and digital experiences. This role oversees digital performance reporting, customer segmentation measurement, and customer journey analytics to help Marketing understand how Customers engage with JetBlue. The Manager identifies behavioral trends, uncovers opportunities to improve digital experiences, and helps optimize Marketing effectiveness through a deeper understanding of the Customer.
Responsibilities
- Lead the development, maintenance, and continuous improvement of reporting that measures Customer behavior, digital performance, and marketing effectiveness across JetBlue's digital experiences.
- Oversee recurring reporting and dashboards that monitor website performance, customer journeys, conversion funnels, digital channel effectiveness, and key Customer engagement metrics.
- Lead reporting and measurement supporting JetBlue's Customer segmentation strategy, helping Marketing understand how different Customer segments engage with digital experiences and respond to marketing initiatives.
- Conduct proactive analyses and analytical deep dives to identify behavioral trends, explain changes in Customer engagement and conversion, and uncover opportunities to improve marketing effectiveness.
- Analyze performance across dimensions such as Customer segment, acquisition source, geographic region, device, booking behavior, cabin, and digital journey to develop actionable business insights.
- Partner with Marketing leaders to understand business priorities and deliver reporting and analyses that support customer acquisition, engagement, retention, and conversion objectives.
- Collaborate with Digital Product and Technology teams to define measurement requirements, validate digital tracking, and ensure Customer interactions are accurately captured across digital platforms.
- Ensure the accuracy and integrity of digital analytics reporting by validating data, maintaining reporting logic, and partnering with technical teams to resolve measurement issues.
- Translate complex analytical findings into clear, concise presentations and executive-ready recommendations for Marketing leadership and cross-functional stakeholders.
- Identify opportunities to improve digital measurement, reporting automation, customer segmentation capabilities, and analytical processes that enhance Marketing's understanding of Customer behavior.
- Manage, coach, and develop Customer Analytics team members by establishing priorities, providing guidance, and supporting professional development.
- Balance recurring reporting responsibilities with strategic analytical initiatives while managing multiple stakeholder priorities.
- Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement.
- Other duties as required.
Requirements
- Bachelor's Degree in Marketing, Business, Economics, Statistics, Data Analytics, Information Systems, Computer Science, or a related quantitative discipline; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience.
- Five (5) years of experience in customer analytics, digital analytics, marketing analytics, or a related analytical field.
- One (1) year of experience leading projects, mentoring analysts, or managing direct reports.
- Experience developing reporting and analytical frameworks that measure customer behavior, digital performance, or marketing effectiveness.
- Experience working with digital analytics platforms (e.g., Google Analytics, Adobe Analytics) and translating customer behavior into actionable business insights.
- Experience working with customer segmentation, customer journey analysis, or digital performance reporting.
- Strong analytical and problem-solving skills with the ability to synthesize complex data into actionable business recommendations.
- Experience writing SQL queries and working with relational databases or cloud-based analytical data environments.
- Excellent written, verbal, presentation, and interpersonal communication skills.
- Demonstrated ability to manage multiple priorities and influence cross-functional stakeholders in a fast-paced environment.
- Proficient with Microsoft Office software, including Excel and PowerPoint.
- Available for occasional overnight travel (10%).
- Must pass a pre-employment drug test.
- Legally eligible to work in the country in which the position is located.
- Authorization to work in the US is required, this position is not eligible for visa sponsorship.
Skills
- Customer analytics
- Digital analytics
- Marketing analytics
- Digital analytics platforms (e.g., Google Analytics, Adobe Analytics)
- Customer segmentation
- Customer journey analysis
- Digital performance reporting
- Analytical and problem-solving skills
- SQL queries
- Relational databases
- Cloud-based analytical data environments
- Microsoft Office software
- Excel
- PowerPoint
- Tableau
- Looker
- Power BI
- Google Tag Manager
- Python
- R
- Google BigQuery
- Snowflake
Location
- Traditional Office Environment
Work Type
- Full-time
Experience Level
- Manager
- 5 years of experience in customer analytics, digital analytics, marketing analytics, or a related analytical field
- 1 year of experience leading projects, mentoring analysts, or managing direct reports
Education Level
- Bachelor's Degree in Marketing, Business, Economics, Statistics, Data Analytics, Information Systems, Computer Science, or a related quantitative discipline
- High School Diploma/GED
Salary/Compensations
- $114,000.00 - $170,000.00 per year
Benefits
- Performance bonuses
- Restricted stock units
- Healthcare benefits
- 401(k) plan and company match
- Crewmember stock purchase plan
- Short-term and long-term disability coverage
- Basic life insurance
- Free space available travel on JetBlue
About the Company
- JetBlue values: Safety, Caring, Integrity, Passion, and Fun.
Equal Opportunity
- Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun.
- Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System.
- Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards.
- Identify safety and security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR)).
- Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls.
- Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities.
- The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.