Manager, Guest Insights & Strategy

The Manager, Guest Insights & Strategy will lead the efforts to identify and execute strategic projects that generate actionable guest centric initiatives across the company. The Manager is responsible for analyzing and synthesizing large amounts of data to drive commercial strategy. The Manager should bring data and guest insights to life and drive innovative solutions that will help the organization deliver a world-class guest experience.

Key Responsibilities:

• Leads cross functionals teams through the design of guest surveys, conducts high impact analysis, develops recommendations for business action, and prepares presentations to distribute findings and actions plans.
• Identify and analyze key guest trends, segmentations, response feedback, and sentiment by analyzing insights through various data sources, including web, email, transactional, surveys, calls and campaigns to help drive guest-centric solutions and decisions across all business units.
• Diagnose critical issues through validated data from multiple sources with the ability to see linkage and relationships within and between sources.
• Monitor the guest journey, apply advanced analytics, understand guest behaviors and identify key opportunities for improvement and deliver data-validated recommendations to key stakeholders.
• Develop guest surveys and oversees the execution and analysis of the results.
• Provide recommendations to senior management on the existing process. Collaborate with Marketing, Revenue Management, IT, Operations and guest facing groups to make guest data more accessible and to help apply insights for informed decision making.
• Reduce Department of Transportation complaints while increasing revenue.
• Connect the dots to offer foresight into guest trends and tendencies to help shape the future of the organization through strategic thought leadership.

Minimum Requirements:

• Bachelor’s degree in Marketing, Economics, Strategy or any technical or engineering field. MBA or Masters degree preferred
• 2 Years in management or strategy consulting preferred
• Experience working in a role with a primary focus on projects grounded in data analysis and problem resolution with quick timelines and in a high growth environment.
• Experience with SQL, R, SAS dealing with 20 million plus records at a time.
• Leadership and navigational skills delivering projects effectively and consistently.
• Strong presentation and communication skills throughout all levels of the organization, including C-suite. Ability to present research data to top level executives.
• Experience inc ruise, hotel or airlines industry a plus
• Expert in Excel, Powerpoint, and proficient in data analytics languages such as SQL and R.
• Strong understanding of market research techniques and survey design

May perform other responsibilities as assigned. Responsibilities and duties may change when circumstances dictate. (e.g. emergencies, change in workload, rush jobs or technical developments.)

We offer a competitive salary and comprehensive benefits to our team members including medical, dental, STD, LTD, life insurance, 401(k), paid time off, travel benefits and much more. We strive to maintain a professional, yet friendly environment and promote professional and career development for our team members.

Spirit Airlines is an Equal Employment Opportunity employer. All aspects of employment are governed on the basis of merit, competence and qualifications without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity or any other category protected by federal, state, or local law.