Job Description

Position Summary

The Manager, Customer Analytics reports to the Senior Manager, Marketing Analytics and leads the measurement and analysis of Customer behavior across JetBlue's marketing and digital experiences. This role oversees digital performance reporting, customer segmentation measurement, and customer journey analytics to help Marketing understand how Customers engage with JetBlue throughout the path to booking and post-purchase. Through recurring reporting, proactive analysis, and close partnership with Marketing and Product/Technology teams, the Manager identifies behavioral trends, uncovers opportunities to improve digital experiences, and helps optimize Marketing effectiveness through a deeper understanding of the Customer. The Manager is a service-oriented individual who enjoys solving business problems through data analysis and exhibits the JetBlue values of Safety, Caring, Integrity, Passion, and Fun.

Essential Responsibilities:

• Lead the development, maintenance, and continuous improvement of reporting that measures Customer behavior, digital performance, and marketing effectiveness across JetBlue's digital experiences.
• Oversee recurring reporting and dashboards that monitor website performance, customer journeys, conversion funnels, digital channel effectiveness, and key Customer engagement metrics.
• Lead reporting and measurement supporting JetBlue's Customer segmentation strategy, helping Marketing understand how different Customer segments engage with digital experiences and respond to marketing initiatives.
• Conduct proactive analyses and analytical deep dives to identify behavioral trends, explain changes in Customer engagement and conversion, and uncover opportunities to improve marketing effectiveness.
• Analyze performance across dimensions such as Customer segment, acquisition source, geographic region, device, booking behavior, cabin, and digital journey to develop actionable business insights.
• Partner with Marketing leaders to understand business priorities and deliver reporting and analyses that support customer acquisition, engagement, retention, and conversion objectives.
• Collaborate with Digital Product and Technology teams to define measurement requirements, validate digital tracking, and ensure Customer interactions are accurately captured across digital platforms.
• Ensure the accuracy and integrity of digital analytics reporting by validating data, maintaining reporting logic, and partnering with technical teams to resolve measurement issues.
• Translate complex analytical findings into clear, concise presentations and executive-ready recommendations for Marketing leadership and cross-functional stakeholders.
• Identify opportunities to improve digital measurement, reporting automation, customer segmentation capabilities, and analytical processes that enhance Marketing's understanding of Customer behavior.
• Manage, coach, and develop Customer Analytics team members by establishing priorities, providing guidance, and supporting professional development.
• Balance recurring reporting responsibilities with strategic analytical initiatives while managing multiple stakeholder priorities.
• Take a significant role in the development of crewmembers to support their engagement, growth, and goal achievement
• Other duties as required.

Minimum Experience and Qualifications

• Bachelor's Degree in Marketing, Business, Economics, Statistics, Data Analytics, Information Systems, Computer Science, or a related quantitative discipline; OR demonstrated capability to perform job responsibilities with a High School Diploma/GED and at least four (4) years of previous relevant work experience
• Five (5) years of experience in customer analytics, digital analytics, marketing analytics, or a related analytical field.
• One (1) year of experience leading projects, mentoring analysts, or managing direct reports.
• Experience developing reporting and analytical frameworks that measure customer behavior, digital performance, or marketing effectiveness.
• Experience working with digital analytics platforms (e.g., Google Analytics, Adobe Analytics) and translating customer behavior into actionable business insights.
• Experience working with customer segmentation, customer journey analysis, or digital performance reporting.
• Strong analytical and problem-solving skills with the ability to synthesize complex data into actionable business recommendations.
• Experience writing SQL queries and working with relational databases or cloud-based analytical data environments.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Demonstrated ability to manage multiple priorities and influence cross-functional stakeholders in a fast-paced environment.
• Proficient with Microsoft Office software, including Excel and PowerPoint.
• Available for occasional overnight travel (10%).
• Must pass a pre-employment drug test.
• Legally eligible to work in the country in which the position is located.
• Authorization to work in the US is required, this position is not eligible for visa sponsorship

Preferred Experience and Qualifications

• Previous airline, travel, loyalty, ecommerce, or customer analytics experience.
• Experience with customer segmentation, audience strategy, or customer lifecycle analytics.
• Experience developing dashboards using Tableau, Looker, Power BI, or similar visualization tools.
• Experience supporting website analytics, customer journey measurement, and conversion funnel analysis.
• Experience collaborating with Marketing, Digital Product, and Technology teams to support digital measurement and reporting initiatives.
• Experience with digital measurement technologies, including Google Analytics, Adobe Analytics, Google Tag Manager, or similar platforms.
• Experience translating customer and digital analytics into executive presentations and strategic recommendations.
• Experience leading cross-functional analytical initiatives involving multiple business stakeholders.
• Experience with experimentation, A/B testing, or digital optimization methodologies.
• Experience with Python, R, or other analytical programming languages.
• Experience working with cloud data platforms such as Google BigQuery, Snowflake, or similar technologies.

Crewmember Expectations

• Regular attendance and punctuality
• Potential need to work flexible hours and be available to respond on short-notice
• Able to maintain a professional appearance
• When working or traveling on JetBlue flights, and if time permits, all capable crewmembers are asked to assist with light cleaning of the aircraft
• Must be an appropriate organizational fit for the JetBlue culture, that is, exhibit the JetBlue values of Safety, Caring, Integrity, Passion and Fun
• Must fulfill safety accountabilities as prescribed by JetBlue’s Safety Management System
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards
• Identify safety and security concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue's confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report (SAR))
• Responsible for adhering to all applicable laws, regulations (FAA, OSHA, DOT, etc.) and Company policies, procedures and risk controls
• Uphold JetBlue’s safety performance metric goals and understand how they relate to their duties and responsibilities
• The use of ChatGPT or any other automated tool during the interview process will disqualify a candidate from being considered for the position.

Equipment

• Computer and other office equipment

Work Environment

• Traditional Office Environment

Physical Effort

• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary)

Compensation

• The base pay range for this position is between $114,000.00 and $170,000.00 per year. Base pay is one component of JetBlue’s total compensation package, which may also include performance bonuses, restricted stock units, as well as access to healthcare benefits, a 401(k) plan and company match, crewmember stock purchase plan, short-term and long-term disability coverage, basic life insurance, free space available travel on JetBlue, and more.