Senior Analyst - End User Experience

Position Summary:

The Sr. Analyst, End User Experience for Air Product Support & Systems Solutions is responsible for call center air systems, technology platforms, reporting solutions, and automation initiatives that support the Travel Services Department. This role leverages data analytics, artificial intelligence (AI), and emerging technologies to identify operational opportunities, improve business processes, and develop innovative solutions that enhance efficiency and decision-making. This role partners closely with business stakeholders, IT engineering teams, and vendors to design, prototype, and implement technology solutions, including AI-enabled tools, analytics applications, and process automation initiatives. The position also provides technical support, strategic recommendations, and continuous improvement leadership across multiple business systems and platforms.

Essential Duties and Responsibilities:

• Lead development, implementation and support of operational and monitoring systems, Business Intelligence reporting and user tools.  Drive efficiency improvements and technical improvements through all our jobs and systems. 
• Lead technical initiatives, determining user requirements and business needs to develop new analytic reporting, while incorporating understanding of the business and our current systems.  Think creatively and holistically to not only meet business objectives, but also to gain additional benefits in job and system enhancements.   
• Work closely with the Travel Services Operation Management team to understand their business challenges and objectives and identify opportunities to develop potential business improvements, revenue opportunity and efficiency gains. 
• Create project plans initiatives to develop and implement solutions or new processes that will streamline and create efficiencies across the department.  The plan should be detailed from requirements gathering, to development strategy, testing and implementation.
• Respond to ad-hoc data and analysis needs while supporting various projects. Conduct analyses of business data, evaluate trends, and pattern changes, and learn to disperse results in a format appropriate for the audience.  (Power BI, Web pages)
• Utilize Artificial Intelligence (AI), Machine Learning (ML), Generative AI, and advanced analytics tools to identify process improvement opportunities, automate manual workflows, enhance operational efficiency, and improve decision-making across Travel Services operations. 
• Develop proof-of-concepts, prototypes, wireframes, and application mockups using AI-assisted tools and low-code/no-code platforms to rapidly validate business requirements and collaborate with software engineers on production-ready solutions.
• Research, evaluate, and recommend emerging AI technologies and industry best practices that can create operational efficiencies, improve customer service experiences, optimize reporting capabilities, and enhance overall business performance.
• Partner with business stakeholders, data analysts, architects, and software engineering teams to translate operational challenges into scalable AI-driven solutions, ensuring alignment with enterprise technology standards, security requirements, and business objectives.
• Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Financial Responsibilities

• This role may be responsible for identifying operational gaps or agent errors that create financial losses, ensuring all high‑impact issues are immediately escalated to department leaders for rapid loss mitigation. 
• They also analyze recurring financial trends to determine root causes and develop ongoing training materials that prevent repeat errors and strengthen financial accuracy across all business lines.

Qualifications:

• Master’s degree in Industrial Engineering, or Statistics preferred, or similar work experience.
• Bachelor’s degree in Computer Science or Business Development or similar

Knowledge and Skills:

• 3+ years of work experience in related field preferred. 
• Equivalent combination of education and experience will be considered.
• Strong systems, quantitative, analytical, and problem-solving skills required.
• Demonstrated ability to develop and implement applications using a programming language.   
• Previous experience in successfully implementing system enhancements and decision-making tools preferred.
• Experience with Python, SQL, APIs, cloud-based analytics platforms, or AI-enabled business intelligence solutions preferred.
• Strong understanding of data-driven decision making and the ability to leverage AI tools to uncover trends, insights, and business opportunities.
• Knowledge of prompt engineering, AI-assisted data analysis, workflow automation, and AI governance best practices preferred.
• Experience in supporting and interpreting reporting using Access or Business Intelligence tools (Power BI & Tableau a plus).
• Ability to interpret analytical results into meaningful business terms and translate business needs to programmers and data modeling.
• Demonstrated ownership of projects and work, tenacity in following through on details and exploring remaining implications.
• Ability to communicate clearly and effectively to business and technical audiences in both spoken and written formats.

Physical Demands:

The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations. The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift, or move ten pounds. 

May be required to work long hours and or non-business hours due to operational required support.  

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible. Very high paced team environment.

Flexibility required due to the demands of world issues that cause travel disruption, 24x7 on call as needed during these crisis situations.