Guest Care Business Analyst

Alaska Airlines • WA-SeaTac, WA

1d

About The Position

The Guest Care Business Analyst is responsible for supporting contact center operations by transforming complex contact (call, chat, SMS, etc.) data into clear, actionable insights that improve the guest and employee experience. Using strong expertise across analytics, data mining, and reporting, this individual contributor role helps us understand the drivers of contact volume, operational performance, and opportunities to enhance service.

Requirements

• 4 years of analytical experience, including data mining, reporting, report conversion, data cleansing or related area.
• A bachelor’s degree with a focus in mathematics, economics, finance, statistics, business, analytics, computer science, or engineering, or an additional 2 years of training or experience in lieu of this degree.
• Expert in SQL, Python, Databricks.
• Expert in visualization techniques, dashboard design, and decision support tools; experience using data visualization tools such as Tableau, Power BI, etc.
• Experience with descriptive and diagnostic statistics.
• Ability to work well with multiple, diverse teams.
• Data-driven mindset and a proven history of continuous self-development.
• Demonstrated project management experience.
• High school diploma or equivalent is required.
• Minimum age of 18.
• Must be authorized to work in the U.S.

Nice To Haves

• Experience with and knowledge of Contact Center operations and data.
• Process improvement skills and experience.
• Knowledge of project management processes and methodology.
• Ability to work cross-divisionally to drive the implementation of new products or changes.

Responsibilities

• Advanced knowledge and understanding of business intelligence functions, including analytics, data mining, reporting, report conversion, data cleansing, and relational databases.
• Lead the interpretation and synthesis of large, complex, and disparate data sets, translating analytical findings into cohesive narratives and actionable recommendations tailored for senior leadership.
• Maintain strong relationships with our key business partners and be a thought partner through data stewardship and business insights.
• Lead analytic discussions and working sessions with business partners, facilitating insight-driven conversations, aligning on priorities, and elevating data literacy through consultative guidance and education.
• Independently develop and deliver high impact analytic solutions, including models, reporting frameworks and dashboards, that address complex business questions and influence strategic decision making.
• Design, build, and maintain high‑impact dashboards and visualizations within tools such as Tableau, applying visualization best practices and data storytelling techniques to enable performance monitoring and informed decision making.
• Work with multiple disparate data sources to integrate, blend, and manage data, leveraging advanced database functions and database management capabilities to support analytics and reporting needs.
• Ensure data quality and stewardship, including data cleansing, validation, and documentation, to maintain trust in reporting and analytics outputs across stakeholders.
• Manage and deliver ad-hoc analytics requests from stakeholders with full autonomy.

Benefits

• Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
• Comprehensive well-being programs including medical, dental and vision benefits
• Generous 401k match program
• Quarterly and annual bonus plans
• Generous holiday and paid time off

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees