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12 Jan 2018

Full-Time Senior Program Analyst – Customer Care Department

Vancouver International Airport – Posted by Heather Lamb Richmond, British Columbia, Canada

Job Description

YVR is made up of a team of diverse people who are working collaboratively to reach our goal of 25 million passengers by 2020! Safety is at the core of everything we do; we’re innovative, fun, and we invest in our people. We’re a BC Top Employer for 11 years standing, with high engagement scores, an abundance of learning and development opportunities, and a holistic approach to wellness! And we’re looking for someone to join our team.

We have a permanent, full-time opportunity for a Senior Program Analyst in the Customer Care Department.  Reporting to the Manager, Customer Care Programs, the successful candidate will be a key member of the Operations team.

Key responsibilities include:

  • Utilizing business intelligence tools and other data sources to support operational decision making and program development
  • Using various sources of data to create, develop and produce reports and dashboards for the Operations team
  • Managing complex studies involving statistical analysis
  • Developing and managing the WiFi Passenger Analytics program
  • Coordinating passenger surveys including overseeing all aspects of the quarterly Customer Satisfaction Survey
  • Developing quality assurance audits for service contracts such as the Janitorial and Baggage Cart Contract
  • Developing and implementing new and innovative programs to enhance the customer experience
  • Providing project management expertise and leadership
  • Playing a lead role in Emergency Exercises
  • Leading seasonal planning workshops to prepare for peak period operations
  • Working in a multi-team environment, building and maintaining positive and effective relationships with air carriers, government agencies, contractors and other Airport Authority departments
  • Performing detailed analysis, interpretation and evaluation of business processes for efficiency, customer service and implementing changes that directly impact air carrier operations and the passenger experience
  • Mentoring co-workers as a key subject matter expert for the department
  • Presenting formal reports and recommendations to senior management
  • Other duties as assigned

Key qualifications include:

  • 5 years’ recent, related experience in an operational setting, supplemented by a bachelor’s degree in business or a related field; or an equivalent combination of training and experience
  • Experience with business intelligence tools and analysis of large data sets is strongly desired
  • Experience in aviation and airport operations is an asset
  • Highly adaptable with the ability to work in a fast-paced, ever-changing environment
  • Strong analytical skills, sound judgment and the ability to formulate decisions often without established guidelines
  • Proficient in MS Excel, MS Access and/or other data analysis programs
  • Ability to provide strong leadership to both internal and external stakeholders
  • Proven project management and program development skills
  • A commitment to customer service excellence combined with the ability to work within regulatory and industry demands
  • Excellent communication and interpersonal skills with the ability to negotiate and mediate situations with diplomacy
  • Demonstrated organizational and time management skills including a proven ability to work with minimal supervision
  • Excellent problem solving skills

This position is open to both Vancouver Airport Authority employees and external candidates.  Previous job performance will be taken into consideration for all candidates that apply for this position.

How to Apply

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Job Categories: Engineers, Architects, IT, Natural Science. Job Types: Full-Time.

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