Customer Experience Intern

Kenton County AP External • Cincinnati, OH

2d

About The Position

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. Assists in collection, analysis, and interpretation of passenger feedback 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 passenger throughput predictions, passenger/customer feedback data points, passenger dwell time data, noise abatement and community relations, 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.

Requirements

• 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
• Data analytical tools, informatics, and resources
• 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
• 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.
• Maintains Security Identification Display Area (SIDA) clearance.
• Obtain and maintain the ability to drive on the ramp and Airfield Operating Area
• 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.

Nice To Haves

• experience in data analytics, informatics, and/or mathematics preferred.
• PowerBI experience preferred

Responsibilities

• Assists in collection, analysis, and interpretation of passenger feedback using various technologies/methodologies.
• Accesses and/or exports data for analytical purposes.
• Recommends software applications for data analysis and/or visualization purposes for the end user.
• Prepares various draft reports to include but not limited to passenger throughput predictions, passenger/customer feedback data points, passenger dwell time data, noise abatement and community relations, 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.

What This Job Offers

• Career Level: Intern