The Business Analyst must be able to operate with minimal supervision and translate conceptual ideas into actionable plans.

Primary Functions:

The Business Analyst, Service Customer Experience Reporting and Analysis will: Identify and support implementation of automation opportunities in QA efforts for scalability and growth Utilize SQL, SAS, Tableau, Access, Excel to create and report on operational metrics and inform areas to focus on delivery stations and understand service standards for specific job functions Serve as a process improvement leader for large and complex Airport Service initiatives Have a team first attitude with the success of our team and business partners as their top priority Be a highly analytical thinker who looks for problems to solve and then comes up with innovative ideas Support and make recommendations towards improvements in service standards development, QA program, airport initiatives and related processes Prepare weekly and monthly performance reporting and customer experience insights based on various internal and external data sources Identify service/quality issues and root causes, identify corrective actions, and drive continuous improvement in close coordination with the Service Delivery teams, ensuring a cohesive effort between implementation, CXO, curated action plan development, and Red Coat program and Premium Services developments Overall responsibility for measuring and evaluating the efficacy of service standards and goals for the organization based on consumer trends, survey responses, and audit data Always keeps a safety-conscious environment top of mind when assessing continuous improvement processes, resulting in employee and customer safety and wellbeing.

Quals-- (PREFERRED QUALIFICATIONS) Strong technical skills in SQL, Tableau, Excel, Power BI Strong communication skills (Written, spoken, and presentation) Ability to transform analysis into a well-informed suggestion Highly innovative - does not wait on manager to provide work but instead seeks to find solutions to Airport Customer Service problems

(MINIMUM QUALIFICATIONS) 5 years equivalent work experience Technical and Analytical Skills (ex: SQL, Python, SAS, Tableau, Microsoft Office, etc.) Flexible, Proactive, and able to multitask Creative, collaborative, and innovative problem solver Strong communication (written and presentation) and interpersonal skills Strong communication skills.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. NLB is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR department by sending an e-mail to notifications@nlbservices.com.