Analyst, Guest Experience and Operations Insights - Airport Dimensions - Collinson

Airport Dimensions is part of Collinson, acknowledged as a global leader in customer benefits and loyalty.

Collinson has been enhancing the airport experience for over 30 years, with access to lounges, retail, dining, and spa experiences, offers and more. Creators of the world’s largest lounge membership program, Priority Pass provides access to an extensive global lounge and partner network.

Using their expertise and products to craft customer experiences. Collinson’s range of services helps global brands acquire, engage, and retain choice-rich customers.

Airport Dimensions want travelers to value their time at the airport. They continuously seek ways to open new dimensions in customer engagement - using a mix of enriching physical experiences and innovative digital services. From comfortable lounges to restful sleep pods, from convenient food ordering to contactless collection of duty free, Airport Dimensions help improve the travel experience while critically helping airports maximize non-aeronautical revenue opportunities, retain airlines, and become more competitive.

Airport Dimensions has a rapid growing network of locations at the world’s leading airports across the United States, United Kingdom and Middle East. Under our brands The Club, Club Aspire, Chase Sapphire Lounge® by The Club, No 1 Lounges and sleep ’n fly, Airport Dimensions provides award-winning hospitality services tailored to the specific needs of passengers and has developed value-added experiences for over 50 airport and airline partners.

What does an Analyst, Guest Experience & Operations Insights do?

The Analyst, Guest Experience and Operations Insights role is accountable for generating actionable insights that materially impact the business. Reporting to the Senior Manager of Guest Experience and Operations Insights, this position plays a key role in developing and maintaining operational dashboards to track KPIs and Service Level Agreements (SLAs), analyzing data, identifying trends, and providing valuable insights to inform decisions impacting operations, guest experience, and other critical areas of the business. This role will support decision-making across multiple internal business functions as well as external partners and vendors. Successful candidates for this role will show competence in data interpretation and a passion for problem solving.

You are highly motivated and have an innovative, problem-solving mindset. You are a natural collaborator and build strong relationships with a wide range of people inside and outside a global organization across many diverse cultures and backgrounds at all levels. You possess excellent written and verbal communication skills. You have an uncompromising attention to detail and are a critical thinker who thinks and plans the job, and takes initiative. You are naturally curious and passionate about trends and patterns in data and can translate complex data into easy-to-understand, practical terms. You also demonstrate excellent emotional intelligence, interpersonal skills, and partnership management. You excel in an environment with varied goals and initiatives, adeptly pivoting between them as needed.

What You'll do?

• Collect, analyze, and interpret data from various sources to identify trends, patterns, and operational opportunities for improvement.
  • Develop insights using data and analytics that assist in improving guest experience, operational efficiency, and decision-making.
  • Utilize data analysis and visualization tools to conduct in-depth analyses and reporting on operational performance, financial metrics, customer feedback, and other KPIs.
  • Collaborate with operations teams to monitor and report SLA performance, track progress, and identify bottlenecks or improvement areas, and comfortably report out on such metrics regularly.
  • Manage partnership and internal reporting requirements across multiple workstreams, ensuring timely and accurate reporting.
  • Assist in monitoring project deliverables to ensure that milestones are being met across all workstreams and clearly identify potential risks and/or issues.
  • Analyze customer feedback and translate insights into actionable recommendations to improve the guest experience.
  Job Description
  Operations and Insights Senior Analyst – Airport Dimensions Americas
  July 2024
  • Conduct ad-hoc analysis to support operational initiatives and strategic decision-making, including financial impact and analysis.
  • Proactively identify opportunities for process improvement and automation and suggest innovative solutions.
  • Ensure data protection regulations and safeguard sensitive information. Knowledge, skills,

What You'll Need?

• A Bachelor’s degree in a relevant field such as business/data analytics or data science.
  • Minimum of 3 years of analytics experience, preferably within hospitality operations
  • Proven experience in data analytics or business intelligence, with strong analytical skills
  • Proficiency in data visualization tools such as Tableau, Power BI, or similar software
  • Advanced Excel skills, including data manipulation and pivot tables
  • Strong analytical and problem-solving abilities with excellent attention to detail
  • Ability to work independently and collaboratively on multiple projects simultaneously under time sensitive operational conditions
  • Ability to prepare and organize data, information, and recommendations in a concise way to various audiences
  • Familiarity with process improvement methodologies and automation tools is a plus
  • Hybrid role with limited expectations for business travel (<10%).

You can look forward to a competitive salary and benefit plan including but not limited to:

• 100% employer paid medical, dental, life & LTD insurance for employees
• 100% match to your 401k deferrals (limited) with 100% vesting at 6 months
• Supplemental Insurance including STD, additional Life
• Priority Pass Membership
• Global Mentoring Program
• Wellness Programs
• Lifestyle Benefits

Collinson is an equal opportunity employer and welcomes differences in all their forms including: color, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc.).