Intern – Customer Experience

  • Internship/Co-Op

CVG Airport Authority

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


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.


  • 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.


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.


  • Maintains Security Identification Display Area (SIDA) clearance.


  • 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


  • 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.


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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