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Intern - Customer Experience

CVG Airport Authority
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Job Details

Description

 

CLASS SUMMARY:

Supports the senior leadership of Customer Experience department as directed. Responsible for data collection from available sources, analysis and reporting on trends and consumer behaviors that have a direct correlation to the airport customer experience.  Coordinates with staff to ensure passenger experience/perspective is represented in all aspects of travel journey through the airport.

ESSENTIAL DUTIES:

This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the department.

  • Plans, schedules and collects passenger feedback via ASQ surveys, as well as looks for other passenger feedback opportunities using various technologies/methodologies.
  • Accesses and/or exports data for analytical purposes. This may include recommending software applications for data analysis and/or visualization purposes for the end user.
  • Prepares various draft reports to include but not limited to quarterly Airport Service Quality (ASQ) data, Social Media analytics, Veovo (passenger dwell  time data), Airport on-time and other performance indicators (DOT, FAA, and other web-service data) and holistic Airport daily operational performance measures.
  • Shadows and takes learnings from time within the various Customer Experience (CX) departments to develop a holistic approach to customer experience.
  • Supports other departments within the Airport Operations division with data collection and reporting needs.
  • Supports staff in planning and execution for special events either on-Airport or representing CVG offsite.
  • Supports innovation ideas and implementation for customer experience enhancements.
  • Performs other duties of a similar nature and level as assigned.

TRAINING AND EXPERIENCE:

Junior/Senior seeking a Bachelor’s degree in in a Marketing/Consumer Research, Business Administration, Public Relations, Hospitality, or other related field from an accredited college or university. Ability to work with confidential and sensitive information.   

Experience in customer service required; experience in data analytics, informatics, and/or mathematics preferred.

LICENSING/CERTIFICATIONS:

  • Maintains Security Identification Display Area (SIDA) clearance.

KNOWLEDGE OF:

  • Data analytical tools, informatics, and resources; PowerBI experience preferred
  • Survey methodology
  • Consumer insights & customer feedback
  • Federal Aviation Authority (FAA) regulations;
  • Department of Homeland Security, FAA and local security regulations;
  • Airline passenger experience from booking flight to arriving at final destination;
  • Project management

SKILL IN:

  • Clearly and effectively communicating and advocating, both orally and in writing;
  • Hospitality & soft customer service skills; works well with public, including de-escalation of concerns.
  • Use of a variety of computer-based technologies including Microsoft Office platform (excel, word, etc.), data visualization tools (PowerBI, Tableau, etc.)
  • Establishing and maintaining effective, fair, cooperative, collaborative and respectful relationships with internal and external colleagues, peers, work teams and workgroups.

ADA AND OTHER REQUIREMENTS:

Positions in this class typically require: standing, walking, talking, hearing, seeing and repetitive motions. 

Light Work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

 

 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)