Job Description

This position requires in-person collaboration up to five days a week. This arrangement is subject to change based on business requirements.

Why WestJet:

Since our story took off in 1996, WestJet has strived to enrich the lives of everyone in our world; a career with us is no exception. We’re proud to be one of Canada’s most admired and respected corporate cultures and continuously aim for the highest standards of service and success.

Join us, this is where your career story takes off.

Overview of role:

The Senior Analyst (Contact Centre Product Portfolio) is responsible for generating data-driven insights that shape the strategy, performance, and evolution of WestJet's Contact Centre product portfolio, including Ava (virtual assistant), Case Management, Live Chat, and future AI-enabled guest support capabilities. This role serves as the primary analytics partner to Product, Guest Support, Contact Centre, and Technology teams, helping maximize guest experience, operational efficiency, product adoption, and business value.

The successful candidate will combine advanced analytics, storytelling, experimentation, and product thinking to uncover opportunities, measure outcomes, evaluate guest interactions, and influence product roadmaps. Working across structured operational data, contact centre interactions, AI-generated insights, transcripts, and guest journey data, the role will transform complex information into actionable recommendations for leaders and product teams.

The Data Science & Strategic Insights team works in an agile environment, using scrum practices that include sprint planning, story refinement, and regular delivery cycles. You will also be part of a community of experienced analysts who share best practices, showcase their work, collaborate to solve problems, and encourage career growth.

Key deliverables / responsibilities include:

• Own analytics and insights for Contact Centre portfolio products including Ava, Case Management, Live Chat, and related guest support capabilities.
• Perform strategic analysis leveraging multiple data sources to translate business questions into actionable guest, operational, and product insights that inform strategy, influence decision-making, and drive measurable business outcomes.
• Develop executive-ready dashboards, scorecards, presentations, and compelling data stories that translate complex findings into clear recommendations, enabling leaders to prioritize actions and accelerate results.
• Lead analytical discussions, workshops, and stakeholder engagements to drive alignment and action.
• Champion a culture of evidence-based decision-making and continuous product improvement.
• Partner closely with portfolio managers, product owners and business leaders to identify opportunities, prioritize investments, and shape product roadmaps.
• Measure the impact of product enhancements, operational events, and process changes through rigorous analysis and clear business storytelling.
• Support product discovery by identifying guest pain points, call drivers, friction points, and automation opportunities
• Provide analytical support for business cases, prioritization decisions, and periodic business reviews
• Act as a trusted advisor to Product, Technology, Guest Experience, and senior leaders.
• Lead data democratization efforts by enhancing data fluency and enabling self-service analytics across business teams.

Experience and qualifications:

• Bachelor's degree in Analytics, Data Science, Statistics, Computer Science, Engineering or a related discipline
• 6+ years of experience in analytics, business intelligence, data science, digital product analytics, or strategic insights.
• Demonstrated experience supporting digital products, operational platforms, customer experience initiatives, or contact center environments.
• Advanced SQL and Power BI proficiency and experience working with large-scale datasets.
• Exceptional analytical, problem-solving, communication, and stakeholder management skills, with a demonstrated ability to influence decisions, navigate ambiguity, and communicate complex analytical concepts to both technical and non-technical audiences.
• Experience translating analytical findings into actionable business insights through data visualization and storytelling, including the development of executive-ready decks and Power BI dashboards.

The benefits of being a WestJetter:

WestJet provides all WestJetters with a competitive total rewards package. On top of that, we offer:

• A fun and friendly culture with colleagues who work together to win
• Travel privileges for you and your family, effective from your start date
• Savings and Benefit programs that are flexible to meet your specific needs

Think we’re a great fit? Apply now!

About WestJet Group of Companies

WestJet took to the skies in 1996 with just over 200 employees and three aircraft operating service to five destinations. Since then, WestJet has pioneered low-cost travel in Canada, cutting airfares in half, and increasing the flying population in Canada by more than 50 per cent. Since the Sunwing Airlines integration in 2025, more than 15,000 WestJetters support nearly 200 aircraft and connect guests to our global network of more than 100 destinations across North America, Central America, the Caribbean, Europe and Asia. The WestJet Group is a major Canadian employer and includes WestJet Airlines, WestJet Encore and Sunwing Vacations Group. We’re Canada’s leading value airline and largest vacation provider, with a united purpose of providing affordable and accessible air and vacation travel to Canadians.

Our safety promise

At WestJet, the safety and security of our people and our guests is a core value and at the heart of what we do. Safety and security are shared responsibilities all team members are expected to use safe work practices to ensure their well-being and the safety of others. WestJet recognizes that the use of Alcohol and Drugs can adversely impact a safe work environment and the well-being of others including guests, suppliers and the public, as well as place WestJet's operations at risk. All roles that are identified as Safey-Sensitive are required to pass a Pre-Employment Alcohol and Drug Test as per WestJet's Alcohol and Drug Policy.

Our commitment to diversity, equity and inclusion

We embrace what makes each of us unique, and what makes us uniquely WestJet. We welcome diverse skills, experiences and backgrounds so if you're passionate about this role, we encourage you to apply – even if you don't meet every qualification listed. WestJet is committed to inclusiveness, equity and accessibility throughout the selection process. If you require accommodation at any stage, please contact our Talent Acquisition team at talent@westjet.com.

We value the time and effort you put into your application. Our recruitment process is highly competitive and while every applicant will receive communication regarding their application status, only those selected to move forward will be contacted with next steps. If this role isn’t the right fit, we encourage you to explore future opportunities with us.

For more information about everything WestJet, please westjet.com/aboutus.

If you wish to withdraw your application or request that your personal information be deleted, please contact us at talent@westjet.com.