Lead Analyst Service Improvement (Digital Customer Operations Practice)

At SITA we keep airports moving airlines flying smoothly and borders open. Our technology and communication innovations power the success of the global air travel industry.

Youll find us in 95% of international airports working closely with over 2500 transportation and government clients. Each partnership brings unique challenges and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We dont just move the world forward-were proud to be recognized as a Great Place to Work by 79% of our employees and certified in most of our growing locations. Here we feel empowered supported and inspired to grow.

Are you ready to love your job

The adventure begins right here with you at SITA.

ABOUT THE ROLE & TEAM

As part of the Digital Customer Operations (DCO) Practice this role drives service improvement across global digital customer support. Working with Global Pre-Sales Customer Success Managers customers and operational teams the role supports build-to-run transitions onboarding capacity planning and operational readiness. It gathers customer feedback through direct meetings service reviews satisfaction results complaints and service interactions then converts these insights into measurable improvement plans. The role is a key contact for Customer Success Managers on customer experience improvement ensuring actions are owned tracked escalated and completed.

• As per SITA Career Framework the title will be Lead Analyst Service Improvement

WHAT YOULL DO

• Serve as the strategic liaison between Global Presales Global Customer Success Managers and Digital Customer Operations ensuring seamless alignment between customer expectations service delivery and operational capabilities.
• Meet customers regularly virtually and in person to understand their support experience expectations and emerging needs; participate in onboarding service reviews and improvement planning.
• Analyze customer satisfaction results Voice of Customer insights complaints service interactions and operational performance data to identify trends recurring pain points risks and improvement opportunities.
• Gather and document feedback from customer meetings and site visits share findings with Customer Success and operational teams and follow up on agreed actions.
• Determine the root causes of customer dissatisfaction by correlating feedback with incidents cases service performance operational processes and customer outcomes.
• Translate customer and operational insights into prioritized service improvement initiatives with defined owners timelines success measures and expected business outcomes.
• Own and govern customer service improvement plans ensuring actions are tracked executed escalated where required and delivered to completion with measurable results.
• Lead and coordinate global digital customer support teams through the Build-to-Run transition for new customers products and services ensuring onboarding operational readiness support processes knowledge transfer and service handover are effectively managed.
• Drive capacity planning and operational readiness across global digital customer support teams proactively identifying resource demand and service delivery risks.
• Maintain and prioritize the customer experience improvement backlog tracking dependencies risks actions and progress through closure.
• Validate that implemented improvements deliver measurable gains in customer satisfaction service quality operational performance and overall customer experience.
• Identify opportunities to enhance customer experience and reduce customer effort through process optimization automation AI self-service capabilities and continuous improvement practices.

ABOUT YOUR SKILLS

• At least 5 years of experience in customer experience customer operations service improvement continuous improvement quality service management or a related discipline.
• Demonstrated experience analyzing customer feedback satisfaction measures complaints and operational data and converting findings into actionable priorities.
• Proven ability to lead cross-functional improvement actions from problem identification and root-cause analysis through implementation validation and closure.
• Strong understanding of Voice of Customer practices customer experience measurement customer journey pain points and service improvement planning.
• Good understanding of IT operations managed services customer support processes incident and case management onboarding and build-to-run transitions.
• Strong analytical problem-solving and root-cause analysis capability with the ability to combine qualitative and quantitative evidence.
• Experience using ServiceNow Power BI Excel or comparable service management and analytics tools to monitor performance and communicate insights.
• Strong stakeholder management and influencing skills with the ability to coordinate global teams establish accountability and drive actions without direct authority.
• Strong planning and execution skills including backlog prioritization action tracking risk escalation capacity awareness and outcome measurement.
• Confident in customer-facing meetings and service reviews with the ability to listen gather actionable feedback and communicate improvement progress.
• Bachelors degree in Business IT Engineering Data Analytics Customer Experience or a related field or equivalent relevant professional experience.

NICE-TO-HAVE

• Experience in technology aviation managed services or a global customer support environment.
• ITIL Lean Six Sigma Project Management Customer Experience or Data Analytics certification.
• Practical experience using automation AI self-service or knowledge management to improve customer and operational outcomes.
• Willing and able to travel up to 20% per year to meet customers and support onboarding service reviews and improvement activities.

Were all about diversity. We operate in 200 countries and speak 60 different languages and cultures. Were really proud of our inclusive environment. Our offices are comfortable and fun places to work and we make sure you get to work from home too. Find out what its like to join our team and take a step closer to your best life ever.

Flex Week: Work from home up to 2 days/week (depending on your teams needs)

Flex Day: Make your workday suit your life and plans.

Flex-Location: Take up to 30 days a year to work from any location in the world.

Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP) for you and your dependents 24/7 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.

Professional Development: At SITA we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning Microsofts Enterprise Skills Initiative and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling Harvard Business Publishing for people leadership Stanford for strategic development and many others we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.

Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse support of our Employment Equity Program we encourage women aboriginal people members of visible minorities and/or persons with disabilities to apply and self-identify in the application process.