Alaska Airlines Guest Insights Research Manager in Seattle, Washington

Regular/Temporary: Regular

Job ID: 29782

Full/Part Time: Full-Time

Location: Seattle, WA

Job Title: Guest Insights Research Manager


Director, Customer Research & Insights


Alaska Airlines is one of the most respected names in aviation and flies throughout its namesake state and the Lower 48, as well as to Hawaii, Canada, Mexico, Costa Rica and Cuba. Our roots date to 1932 and are symbolized by the Alaska Native painted on the tails of our aircraft. Guided by what we call the "Alaska Spirit", we pride ourselves on providing a lifeline to remote communities while delivering renowned service to everyone we fly. This commitment has brought us national and international recognition. We've been honored with a variety of awards by readers of Travel + Leisure, Conde Nast Traveler, USA Today and others. Alaska, with Virgin America, is the premier airline for people on the West Coast, and together with its sister carrier Horizon Air, flies to more than 118 destinations. The two airlines are subsidiaries of Alaska Air Group Inc. (NYSE:ALK) with annual revenues exceeding $7 billion. .


Role Summary Alaska Airlines is looking for a talented and experienced Research Manager, Guest Insights to join our guest experience team. The Research Manager, Guest Insights will be responsible for custom and syndicated studies, including vendor management, program oversight and analysis, and recommendations that assess our performance from a brand, customer, and product perspective. This role demands a service-oriented, intellectually curious individual who is skilled at presenting complex metrics in an accessible format to a diverse audience of stakeholders.

Scope & Complexity

  • As a member of a team of three, this individual contributor role will lead, facilitate and leverage guest tracking research to assess opportunities and risks, deliver actionable guest insights and identify recommendations and potential solutions. This manager will contribute thought leadership as part of a broader Guest Research and Insights team focused on providing data-driven insights to support business objectives.

Key Duties

  • Manages guest research projects, including identifying market research objectives, designing research methodology, identifying and managing vendors, developing questionnaires and guidelines, implementing and analyzing research, deriving actionable insights and reporting on findings.

  • Collaborates with and provides insights and recommendations to business leaders and other business owners to solve complex challenges facing the company by leveraging existing tracking research, data analysis, and reporting.

  • Manages relationships with suppliers and research agencies and identifies potential suppliers to meet changing research needs.

  • Generates and maintains regular reports, scorecards, and dashboards. Gather various data points from multiple data sources. Creates and designs new reports, dashboards, and measurements methods as needed.

  • Promotes the guest research function by seeking out opportunities to apply existing tracking data to business problems

  • Creates, manages, and maintains documentation and repositories for analytical information, training documentation, implementation documents and critical internal process documents.

  • Conducts ad-hoc analysis and reporting as needed.

  • Stays current and informed on latest research methodologies, both traditional and digital, and continually evolves Alaska Airlines' guest research capabilities.

  • Contributes to the development of best practices for projects involving guest research and insights.

  • Performs other duties as assigned.

Job-Specific Experience, Education & Skills Required

  • A Bachelor of Arts or a Bachelor of Science degree, preferably with a focus in business administration, marketing, analytics, psychology, sociology, anthropology or a related discipline.

  • A minimum of 6 years of experience leading consumer research, such as developing consumer research strategies, leading major research projects with significant experience in continuous tracking, transactional satisfaction, relationship satisfaction, brand health, ad campaign, etc. and related budgets.

  • A minimum of 5 years of strong analytic, quantitative, qualitative and data interpretation skills.

  • Demonstrated experience managing and leveraging tracking studies, data analytics, generating data-based insights.

  • Experience successfully managing vendors as strategic partners.

  • Proven ability to turn data into compelling stories and insights that drive clear business actions and outcomes.

  • Advanced proficiency with Microsoft Office applications (e.g., Word, Excel, PowerPoint, and Outlook).

  • Proficiency with data analytics tools (Survey Reporter, SPSS).

  • Excellent verbal and written communication skills.

  • Excellent problem-solving skills and attention to detail.

  • Proven ability to work independently, be self-motivated with a high degree of intellectual curiosity

  • Ability to interact with business leaders and provide insights and recommendations, and collaborate to solve complex challenges facing the company.

  • Ability to prioritize and multi-task in a dynamic environment.

  • Minimum age of 18

  • Must be authorized to work in the U.S.


  • A Master of Business Administration degree.

  • Experience using Tableau to create data visualization dashboards and reports.

  • Experience analyzing consumer feedback.

  • Experience using sentiment analysis tools.

  • Airline industry or travel/hospitality knowledge.

  • Ability to drive new and innovative work methods.

Job-Specific Leadership Expectations

  • Embody our values to own safety, do the right thing, be kind-hearted, deliver performance, and be remarkable.


The location for this position is in Seattle, Washington


For eligible employees, our company offers a unique total rewards package that few companies can match, including insurance coverage for medical, dental and vision care, 401(k) retirement savings plans, monthly and annual incentive bonus plans, time off and a generous employee travel program. Our values reflect who we are at work and in our communities: Own Safety, Do the Right Thing, Be Kind-Hearted, Deliver Performance, and Be Remarkable. Alaska Airlines also fosters a diverse and inclusive culture and is an Equal Opportunity Employer. .


Please apply on or before: July 27th, 2017

A few helpful tips when applying -

Before applying, we recommend that you clear your browsing history including your temporary internet files and disable pop-up blockers. You can accomplish this by going to the Tools tab.

Gather your paperwork, including your work history (we require 10 years of work history to be added to the application), resume etc. - before you apply to the position.

If you would like to include a cover letter, add it as your first page to your resume. Your resume is part of your application and unique to each position you apply to..

Once in the application, be sure to use the links provided to return to the previous page if needed. The back button is not compatible with our system.

Alaska Airlines and Horizon Air do not tolerate discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital status, disability, protected veteran status, genetic information, or any other basis protected by applicable law. Employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees or applicants are also protected by law.

Alaska Airlines y Horizon Air no toleran discriminacion o acoso en base a raza, color, credo, religion, origen nacional, estatus migratorio de residencia o ciudadania, edad, sexo, orientacion sexual, identidad de genero o expresion, estado civil, discapacidad, estado veterano protegido, informacion genetica o cualquier otra base protegida por la legislacion aplicable. Empleados o aspirantes que indaguen, discutan o revelen su compensacion o la remuneracion de otros empleados o aspirantes tambien estan protegidos por ley.