Business Analyst III - NLB Services
US, GA - Atlanta, Atlanta
Position Type: 4
Job ID: 22-61179
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The Client Airport Service Excellence team provides strategic guidance by connecting customer experience through the passenger travel ribbon with Client Key Performance Indicators and develops actionable recommendations with minimal supervision. The Project Leader, Service Excellence Reporting & Analysis, will be asked to work closely with Airport Service leaders to develop creative solutions to improve the customer experience based on reporting derived from Customer Experience Observation audits. We are looking for candidates with an intense curiosity and passion to create solutions in conjunction with frontline employees and leaders.

The Project Leader Service Excellence Reporting and Analysis will be responsible for gathering, reviewing, and understanding data to develop actionable steps that will improve processes and optimize results. The Project Leader will grow their analytical skills while on the team to leave with a full understanding of data and the ability to present and communicate their own solutions and next steps. The Project Leader will partner with the Service Excellence managers and other internal, external, & cross divisional stakeholders to support service standards development, program launches, station action plan development, and quality assurance data analysis.

The Project Leader will use various analytics tools to analyze, interpret, and report findings. He/she/they will collaborate with Operating Analysis and Performance (OAP), Consumer Insights (CI) and other operational divisions to identify and leverage their operational and consumer data.

Upon completion of the program, the candidate will have a deep understanding of Airline's Airport Service division, specifically Service Excellence and will be well verse in what drives our NPS score and why customers choose this Airline. The Project Leader will develop skills in leader conversations, data analysis, Microsoft office, and leadership.


The Project Leader, Service Excellence Reporting & Analysis will:
Understand service standards for specific job functions
Create and report on operational metrics and inform areas to focus on delivery stations
Conduct quality assurance calibrations with Service Excellence to share insights and trends
Prepare weekly and monthly performance reporting and customer experience insights
Create and manage a dashboard for information sharing on QBC Initiatives including CX Observations
Well versed in SQL, Tableau, Power

Technical & Analytical at Heart with the aspiration to grow this skillset and capacity
Creative, collaborative, and innovative problem solver
Strong communication and interpersonal skills to work effectively with all levels of the organization
Prior Client/CGO/Clean/GSE experience a plus
Passion for Customer Service, Hospitality, & data analysis

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR department by sending an e-mail to
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