Senior Analyst Loyalty CoBrand Support

Senior Analyst, Loyalty and Co-Brand Support (Orlando Support Center)

Position Summary:

The Senior Analyst, Loyalty and Co-Brand Support is responsible for managing the training and education for all live channels of JetBlue’s U.S. Credit Card programs and TrueBlue loyalty program, including inflight crewmembers and crewmembers at our Customer Contact Centers.

This role will work closely with Loyalty, JetBlue Customer Support, JetBlue University and the co-brand issuer to further educate and train crewmembers to enhance the TrueBlue member and cardmember experience and improve business performance of the programs.

Essential Responsibilities:

• In coordination with the Manager, Loyalty Co-Brand, Live Channels, will develop strategy and execution for educating JetBlue crewmembers on TrueBlue and the JetBlue credit card portfolio
• Maintain valuable working relationships with leadership at JetBlue University (JBU), our Orlando-based education center
• Represent and present the TrueBlue program during new hire orientations and inflight crewmember training sessions alongside issuer field team manager
• Maintain training manuals for both TrueBlue and the JetBlue credit card program
• Work closely with cobrand issuer’s customer service liaison to improve servicing, processes and communication related to our mutual customers
• Work directly with issuer Field Engagement team to optimize live channel JetBlue credit card training
• Manage the scheduling and room allocation of new hire Card Cash Program training
• Other duties as assigned

Minimum Experience and Qualifications:

• Bachelor’s Degree in Marketing, Business or related field; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Three (3) years of airline, loyalty or marketing experience
• Strong presentation skills and comfortable speaking in front of groups
• Ability to manage multiple competing priorities in a fast-paced environment
• Able to pass a ten (10) year background check and pre-employment drug test
• Available for occasional overnight travel (10%)
• Must be in possession of valid travel documents with the ability to travel in and out of the United States
• 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

Preferred Experience and Qualifications:

• Two (2) years’ customer support experience
• Knowledge of airline industry and loyalty programs

Crewmember Expectations:

• Regular attendance and punctuality
• Potential need to wok flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• 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/or 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))

Equipment:

• Computer and other office equipment

Work Environment:

• Traditional office environment

Physical Effort:

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

LI-Hybrid