Intern – Customer Experience

  • Internship/Co-Op

CVG Airport Authority

The Airport of Choice to work for, fly from, and do business with

CLASS SUMMARY:

Supports the Customer Experience team as directed by senior leadership. Responsible for data collection from available sources, analysis and reporting on trends and consumer behaviors that have a direct correlation to the airport customer experience. Coordinates with staff to ensure passenger experience/perspective is represented in all aspects of special event planning and execution.

ESSENTIAL DUTIES:

  • This class specification represents only the core areas of responsibilities; specific position assignments will vary depending on the needs of the department.
  • Plans, schedules and collects passenger feedback via ASQ surveys, as well as looks for other passenger feedback opportunities using various technologies/methodologies.
  • Accesses and/or exports data for analytical purposes. This may include recommending software applications for data analysis and/or visualization purposes for the end user.
  • Prepares various draft reports to include but not limited to quarterly Airport Service Quality (ASQ) data, Social Media analytics, Veovo (passenger dwell time data), Airport on-time and other performance indicators (DOT, FAA, and other web-service data) and holistic Airport daily operational performance measures.
  • Supports other departments within the Airport Operations division with data collection and reporting needs.
  • Supports staff in planning and execution for special events either on-Airport or representing CVG offsite.
  • Supports innovation ideas and implementation for customer experience enhancements.
  • Performs other duties of a similar nature and level as assigned.

TRAINING AND EXPERIENCE:

Pursuit of degree in a Marketing/Consumer Research, Business Administration, Public Relations, Hospitality, or other related field to the area of assignment.

Experience in customer service required; experience in data analytics, informatics, and/or mathematics preferred.

LICENSING/CERTIFICATIONS:

  • Maintains Security Identification Display Area (SIDA) clearance.

KNOWLEDGE OF:

  • Data analytical tools, informatics, and resources; PowerBI experience preferred
  • Survey methodology
  • Consumer insights & customer feedback
  • Federal Aviation Authority (FAA) regulations;
  • Department of Homeland Security, FAA and local security regulations;
  • Airline passenger experience from booking flight to arriving at final destination;
  • Project management

SKILL IN:

  • Clearly and effectively communicating and advocating, both orally and in writing;
  • Use of a variety of computer-based technologies including Microsoft Office platform (excel, word, etc.), data visualization tools (PowerBI, Tableau, etc.)
  • Establishing and maintaining effective, fair, cooperative, collaborative and respectful relationships with internal and external colleagues, peers, work teams and workgroups.

ADA AND OTHER REQUIREMENTS:

Positions in this class typically require: standing, walking, talking, hearing, seeing and repetitive motions.

Light Work: exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

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