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**Company** Alaska Airlines

The Team

Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.

Role Summary

The Principal Guest Insights & Analytics is the sole process expert in guest experience analytics. As an individual contributor, this role defines the long-term strategy for the way guest experience data is leveraged, and helps the business utilize data and analytics to understand how operational and service performance shape the guest experience across every stage of travel. In this high-visibility role, it will be critical to work with stakeholders across Air Group including Inflight, Guest Products, Operations, Call Centers, and eCommerce to connect guest insights with operational performance, provide ongoing understanding of key experience metrics, and collaborate across these teams to inform action plans and recommendations. A successful candidate is proactive, curious, and skilled at engaging cross-functional teams and leadership to find innovative ways to make a difference for our guests.

Key Duties

+ **Manages all aspects of Guest Experience data** and all sources of quality data across AAG, ensuring accuracy, consistency, and accessibility of guest metrics across all reporting platforms.

+ **Own the Guest Performance Leadership (GPL) dashboard and analytics** , providing senior leaders with data-driven visibility into guest experience performance and contributing key insights and materials that inform monthly GPL discussions and decision-making.

+ **Lead the Guest Insights & Analytics enterprise capability** , connecting operational, digital, and service data with guest feedback to provide a holistic view of the guest journey and surface opportunities that drive measurable experience improvement.

+ **Represent Guest Insights & Analytics across the enterprise** , building data fluency and advocating for the guest perspective in operational and strategic decision-making.

+ **Build and evolve enterprise dashboards and reporting frameworks** in partnership with the team Analyst—translating complex data into clear, actionable insights for senior leaders and divisional teams.

+ **Partner with the Global Guest Research Director** to strengthen the Voice of the Customer (VoC) ecosystem, integrating quantitative and qualitative insights into a single, actionable view of the guest experience.

+ **Collaborate with the Journey Improvement Manager and Guest Experience Strategists** to translate insights into prioritized actions, ensuring improvement and transformation efforts are informed by guest data.

Job-Specific Experience, Education & Skills

Required

+ 7+ years of experience in customer experience analytics, business intelligence, or a related field connecting data to customer or operational outcomes.

+ Bachelor’s degree (with a focus in Business, Analytics, Economics, Statistics, or a related field), or an additional two years of relevant training/experience in lieu of this degree.

+ Proven ability to translate complex data into clear, actionable insights that inform business decisions and improve customer experience.

+ Proficiency with data visualization and analytics tools (e.g., Tableau, Power BI, Alteryx, Databricks, Snowflake, SQL, Qualtrics, Excel).

+ Demonstrated experience building dashboards, identifying key performance drivers, and synthesizing data into executive-ready narratives and recommendations.

+ Hands-on experience conducting predictive and driver analytics (e.g., regression, correlation, key driver analysis) to forecast guest sentiment and identify performance trends.

+ Strong understanding of quantitative methods and data storytelling techniques, including descriptive, diagnostic, and predictive analytics.

+ Ability to integrate quantitative and qualitative insights to form cohesive, actionable recommendations.

+ Comfort navigating ambiguity and shaping clarity from complex or incomplete data.

+ Excellent communication skills, with the ability to craft compelling presentations for senior leadership and cross-functional partners.

+ Ability to collaborate effectively across diverse teams (e.g., Operations, Digital, Product, Marketing, Research) and influence without authority.

+ Strong organizational and prioritization skills, with the ability to balance multiple concurrent projects in a fast-paced environment.

+ High level of curiosity, accountability, and attention to detail in maintaining analytical rigor and data integrity.

+ High school diploma or equivalent.

+ Minimum age of 18.

+ Legally authorized to work in the country where the office is located.

Preferred

+ Experience in the airline, travel, or hospitality industries.

+ Familiarity with Voice of the Customer (VoC) systems and customer feedback methodologies.

+ Experience mentoring or guiding analysts, contractors, or cross-functional partners in data-driven storytelling.

Job-Specific Leadership Expectations

+ Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.

+ Create a culture where all employees feel safe and they belong.

Salary Range

$120,400 - $180,600 / year

Total Target Compensation Range (incl. bonus & equity)

$132,440 - $198,660

Salary Details

Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.

**Note:** We don’t typically hire at the top of the range.

Total Rewards

_Alaska Airlines, Hawaiian Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status._

+ Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air

+ Comprehensive well-being programs including medical, dental and vision benefits

+ Generous 401k match program

+ Quarterly and annual bonus plans

+ Generous holiday and paid time off

For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.

Regulatory Information

Equal Employment Opportunity Policy Statement

It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.

We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.

To implement this policy, we will:

(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;

(2) Ensure that employment decisions are based only on valid job requirements; and

(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.

Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.

Government Contractor & Department of Transportation (DOT) Regulations

Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.

Apply by 7:00 PM Pacific Time on

12/31/2025

**FLSA Status** Exempt

**Employment Type** Full-Time

**Regular/Temporary** Regular

**Requisition Type** Management

**Location** Seattle - Corporate HQ

**L:** \#LI-B

**Need help finding the right job?** We can recommend jobs specifically for you!

**Job Locations** _USA-WA-SeaTac_

**Requisition ID** _2025-17754_

**Category** _Corporate & Operations_