Business Analyst, Customer Experience

Job Description

Customer Experience Business Analyst

Cincinnati, OH

As a Customer Experience Business Analyst, you'll support the successful delivery, performance, and financial health of long-term engine maintenance agreements within the MRO business. It blends data analysis, customer engagement support, and cross-functional coordination to ensure customer commitments are met and program profitability is optimized. The analyst acts as a key partner to Customer Experience Program Manager, Customer Solutions, Finance, and Customer Service teams.

What you'll do:

Data Analysis & Reporting
• Collect and analyze data to create standardized reports, dashboards, and visualizations for monitoring program KPI's

Customer Engagement & Program Support
• Partner with Program Leaders to track performance, identify trends, and recommend improvements to meet customer needs.
• Support Customer Experience Program Managers in delivering high-quality customer experience through timely reporting, issue resolution, and proactive communication.
• Maintain strong working relationships with customer representatives and internal stakeholders.

Process Optimization & Tool Management
• Create standardized templates and dashboards to improve workflow and Customer Programs operations. Ensure data accuracy and integrity.
• Perform targeted data analysis as needed to support sector initiatives

Customer Contract & Commercial Support
• Interpret maintenance service agreements (license and repair agreements, etc.) and ensure internal teams understand contractual obligations.
• Prepare program status reports, performance reviews, and commercial summaries for internal leadership and customer meetings.

Cross-functional Collaboration
• Work with internal teams and other analytics resources to align on Analytics strategies
• Partner with Customer Solutions, Supply Chain, Engineering, and Finance to ensure alignment on program requirements and customer expectations.
• Track and escalate risks related to cost, schedule, material availability, or contract compliance.
• Facilitate internal readiness for upcoming shop visits, including configuration reviews, work-scope planning, and cost modeling.

Basic Qualifications
• Bachelor's degree in Business Management, Finance, Analytics, or related field
• 2 or more years of experience as an analyst in multiple business disciplines including working with Excel, Power BI/Tableau, SQL, and ERP systems (SAP, Oracle, or similar).
• 2 or more years of interpreting technical and commercial contract language.

Desired Skills
• Experience in aerospace, aviation, or MRO operations (engine MRO strongly preferred).
• Experience with engine maintenance programs (CFM, GE, Pratt & Whitney, Rolls Royce, etc.).
• Knowledge of engine shop visit processes, work-scope planning, and cost drivers.
• Project management or continuous improvement experience (Lean, Six Sigma).
• Excellent communication and stakeholder management skills.

Benefits that make life better:
• Comprehensive Healthcare
• 401(k) with 100% company match; up to 5% vested
• Paid Time Off starting on day one
• Bonus opportunities
• Health- & Dependent Care Flexible Spending Accounts
• Short- & Long-Term Disability
• Life & AD&D Insurance
• Learning & Training opportunities
• #LI-KH1