Principal Guest Insights and Analytics

Alaska Airlines • Seatac, WA

7d • Onsite

About The Position

The Principal Guest Insights & Analytics is the sole process expert in guest experience analytics. As an individual contributor, this role defines the long-term strategy for the way guest experience data is leveraged, and helps the business utilize data and analytics to understand how operational and service performance shape the guest experience across every stage of travel. In this high-visibility role, it will be critical to work with stakeholders across Air Group including Inflight, Guest Products, Operations, Call Centers, and eCommerce to connect guest insights with operational performance, provide ongoing understanding of key experience metrics, and collaborate across these teams to inform action plans and recommendations. A successful candidate is proactive, curious, and skilled at engaging cross-functional teams and leadership to find innovative ways to make a difference for our guests.

Requirements

• 7+ years of experience in customer experience analytics, business intelligence, or a related field connecting data to customer or operational outcomes.
• Bachelor’s degree (with a focus in Business, Analytics, Economics, Statistics, or a related field), or an additional two years of relevant training/experience in lieu of this degree.
• Proven ability to translate complex data into clear, actionable insights that inform business decisions and improve customer experience.
• Proficiency with data visualization and analytics tools (e.g., Tableau, Power BI, Alteryx, Databricks, Snowflake, SQL, Qualtrics, Excel).
• Demonstrated experience building dashboards, identifying key performance drivers, and synthesizing data into executive-ready narratives and recommendations.
• Hands-on experience conducting predictive and driver analytics (e.g., regression, correlation, key driver analysis) to forecast guest sentiment and identify performance trends.
• Strong understanding of quantitative methods and data storytelling techniques, including descriptive, diagnostic, and predictive analytics.
• Ability to integrate quantitative and qualitative insights to form cohesive, actionable recommendations.
• Comfort navigating ambiguity and shaping clarity from complex or incomplete data.
• Excellent communication skills, with the ability to craft compelling presentations for senior leadership and cross-functional partners.
• Ability to collaborate effectively across diverse teams (e.g., Operations, Digital, Product, Marketing, Research) and influence without authority.
• Strong organizational and prioritization skills, with the ability to balance multiple concurrent projects in a fast-paced environment.
• High level of curiosity, accountability, and attention to detail in maintaining analytical rigor and data integrity.
• High school diploma or equivalent.
• Minimum age of 18.
• Legally authorized to work in the country where the office is located.

Nice To Haves

• Experience in the airline, travel, or hospitality industries.
• Familiarity with Voice of the Customer (VoC) systems and customer feedback methodologies.
• Experience mentoring or guiding analysts, contractors, or cross-functional partners in data-driven storytelling.

Responsibilities

• Manages all aspects of Guest Experience data and all sources of quality data across AAG, ensuring accuracy, consistency, and accessibility of guest metrics across all reporting platforms.
• Own the Guest Performance Leadership (GPL) dashboard and analytics, providing senior leaders with data-driven visibility into guest experience performance and contributing key insights and materials that inform monthly GPL discussions and decision-making.
• Lead the Guest Insights & Analytics enterprise capability, connecting operational, digital, and service data with guest feedback to provide a holistic view of the guest journey and surface opportunities that drive measurable experience improvement.
• Represent Guest Insights & Analytics across the enterprise, building data fluency and advocating for the guest perspective in operational and strategic decision-making.
• Build and evolve enterprise dashboards and reporting frameworks in partnership with the team Analyst—translating complex data into clear, actionable insights for senior leaders and divisional teams.
• Partner with the Global Guest Research Director to strengthen the Voice of the Customer (VoC) ecosystem, integrating quantitative and qualitative insights into a single, actionable view of the guest experience.
• Collaborate with the Journey Improvement Manager and Guest Experience Strategists to translate insights into prioritized actions, ensuring improvement and transformation efforts are informed by guest data.

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: Senior
• Number of Employees: 5,001-10,000 employees