CLASS SUMMARY:

Supports the senior leadership of Customer Experience department as directed. Responsible for data collection from available sources, analysis and reporting on trends and consumer behaviors that have a direct correlation to the airport customer experience. Coordinates with staff to ensure passenger experience/perspective is represented in all aspects of travel journey through the airport.

ESSENTIAL DUTIES:

This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the department.

• Assists in collection, analysis, and interpretation of passenger feedback using various technologies/methodologies.
• Accesses and/or exports data for analytical purposes. This may include recommending software applications for data analysis and/or visualization purposes for the end user.
• Prepares various draft reports to include but not limited to passenger throughput predictions, passenger/customer feedback data points, passenger dwell time data, noise abatement and community relations, Airport on-time and other performance indicators (DOT, FAA, and other web-service data) and holistic Airport daily operational performance measures.
• Shadows and takes learnings from time within the various Customer Experience (CX) departments to develop a holistic approach to customer experience.
• Supports other departments within the Airport Operations division with data collection and reporting needs.
• Supports staff in planning and execution for special events either on-Airport or representing CVG offsite.
• Supports innovation ideas and implementation for customer experience enhancements.
• Performs other duties of a similar nature and level as assigned.

TRAINING AND EXPERIENCE:

Junior/Senior seeking a Bachelor’s degree in in a Marketing/Consumer Research, Business Administration, Public Relations, Hospitality, or other related field from an accredited college or university. Ability to work with confidential and sensitive information.

Experience in customer service required; experience in data analytics, informatics, and/or mathematics preferred.

LICENSING/CERTIFICATIONS:

• Maintains Security Identification Display Area (SIDA) clearance.
• Obtain and maintain the ability to drive on the ramp and Airfield Operating Area

KNOWLEDGE OF:

• Data analytical tools, informatics, and resources; PowerBI experience preferred
• Survey methodology
• Consumer insights & customer feedback
• Federal Aviation Authority (FAA) regulations;
• Department of Homeland Security, FAA and local security regulations;
• Airline passenger experience from booking flight to arriving at final destination;
• Project management

SKILL IN:

• Clearly and effectively communicating and advocating, both orally and in writing;
• Hospitality & soft customer service skills; works well with public, including de-escalation of concerns.
• Use of a variety of computer-based technologies including Microsoft Office platform (excel, word, etc.), data visualization tools (PowerBI, Tableau, etc.)
• Establishing and maintaining effective, fair, cooperative, collaborative and respectful relationships with internal and external colleagues, peers, work teams and workgroups.

ADA AND OTHER REQUIREMENTS:

Positions in this class typically require: standing, walking, talking, hearing, seeing and repetitive motions.

Light Work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.