Company Alaska Airlines
The Team
Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, spaneting, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day. If you share our passion for creating an airline people love, we want to hear from you.
Role Summary
The Guest Care Business Analyst is responsible for supporting contact center operations by transforming complex contact (call, chat, SMS, etc.) data into clear, actionable insights that improve the guest and employee experience. Using strong expertise across analytics, data mining, and reporting, this individual contributor role helps us understand the drivers of contact volume, operational performance, and opportunities to enhance service.
Key Duties
Advanced knowledge and understanding of business intelligence functions, including analytics, data mining, reporting, report conversion, data cleansing, and relational databases.
Lead the interpretation and synthesis of large, complex, and disparate data sets, translating analytical findings into cohesive narratives and actionable recommendations tailored for senior leadership.
Maintain strong relationships with our key business partners and be a thought partner through data stewardship and business insights.
Lead analytic discussions and working sessions with business partners, facilitating insight-driven conversations, aligning on priorities, and elevating data literacy through consultative guidance and education.
Independently develop and deliver high impact analytic solutions, including models, reporting frameworks and dashboards, that address complex business questions and influence strategic decision making.
Design, build, and maintain high‑impact dashboards and visualizations within tools such as Tableau, applying visualization best practices and data storytelling techniques to enable performance monitoring and informed decision making.
Work with multiple disparate data sources to integrate, blend, and manage data, leveraging advanced database functions and database management capabilities to support analytics and reporting needs.
Ensure data quality and stewardship, including data cleansing, validation, and documentation, to maintain trust in reporting and analytics outputs across stakeholders.
Manage and deliver ad-hoc analytics requests from stakeholders with full autonomy.
Job-Specific Experience, Education & Skills
Required
4 years of analytical experience, including data mining, reporting, report conversion, data cleansing or related area.
A bachelor’s degree with a focus in mathematics, economics, finance, statistics, business, analytics, computer science, or engineering, or an additional 2 years of training or experience in lieu of this degree.
Expert in SQL, Python, Databricks.
Expert in visualization techniques, dashboard design, and decision support tools; experience using data visualization tools such as Tableau, Power BI, etc.
Experience with descriptive and diagnostic statistics.
Ability to work well with multiple, diverse teams.
Data-driven mindset and a proven history of continuous self-development.
Demonstrated project management experience.
High school diploma or equivalent is required.
Minimum age of 18.
Must be authorized to work in the U.S.
Preferred
Experience with and knowledge of Contact Center operations and data.
Process improvement skills and experience.
Knowledge of project management processes and methodology.
Ability to work cross-divisionally to drive the implementation of new products or changes.
Job-Specific Leadership Expectations
Embody our values to own safety, do the right thing, be caring and kind, and deliver performance.
Salary Range
$97,200 -- $145,800 / year
Salary Details
Pay will be based on multiple factors, including and not limited to location, relevant experience/level and skillset while balancing internal equity relative to other Alaska/Hawaiian/Horizon employees. Alaska/Hawaiian/Horizon is committed to fair, unbiased compensation along with competitive benefits in all locations in which we operate.
Note: We don’t typically hire at the top of the range.
Total Rewards
Alaska Airlines, Hawaiian Airlines and Horizon Air pay and benefits can vary by company, location, number of regularly scheduled hours worked, length of employment, and employment status.
Free stand-by travel privileges on Alaska Airlines, Hawaiian Airlines & Horizon Air
Comprehensive well-being programs including medical, dental and vision benefits
Generous 401k match program
Quarterly and annual bonus plans
Generous holiday and paid time off
For more information about Alaska/Hawaiian/Horizon Total Rewards please visit our career site and view benefits.
Regulatory Information
Equal Employment Opportunity Policy Statement
It is the policy of Alaska Airlines, Hawaiian Airlines and Horizon Air to comply with all applicable federal, state and local laws governing nondiscrimination in employment and to ensure equal opportunity in all terms, conditions, and benefits of employment or potential employment.
We also prohibit discrimination and harassment against any employee or applicant for employment because of race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
We have established an EEO Compliance Program under Section 503 of the Rehabilitation Act of 1973 (“Section 503”) and the Vietnam Era Veteran’s Readjustment Assistance Act of 1974 (“VEVRAA”). All applicants and employees are treated without regard to their race, color, religion, sex, national origin, disability or protected veteran status. In addition, we have established an audit and reporting system to allow for effective measurement of its equal employment opportunity activities.
To implement this policy, we will:
(1) Recruit, hire, train and promote qualified persons in all job titles, without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and any other legally protected categories;
(2) Ensure that employment decisions are based only on valid job requirements; and
(3) Ensure that all personnel actions and employment activities such as compensation, benefits, promotions, layoffs, return from layoff, Alaska Airlines, Hawaiian Airlines and Horizon Air sponsored programs, and tuition assistance will be administered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information and other legally protected categories.
Employees and applicants for employment will not be subjected to harassment, intimidation, threats, coercion or discrimination because they have engaged or may engage in (1) filing a complaint, (2) opposing any act or practice made unlawful by, or exercising any other right protected by, any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA, or (3) assisting or participating in any investigation, compliance evaluation, hearing, or any other activity related to the administration of any Federal, State or local law requiring equal opportunity, including Section 503 and the equal opportunity provisions of VEVRAA.
Government Contractor & Department of Transportation (DOT) Regulations
Alaska Airlines, Hawaiian Airlines & Horizon Air are regulated by the Department of Transportation (DOT – regulations, 49 CFR part 40) and all applicants are advised that post-offer and/or pre-employment drug testing will be conducted to determine the presence of marijuana, cocaine, opioids, phencyclidine (PCP) and amphetamines or a metabolite of these drugs prior to any offer or employment or transfer into a safety-sensitive position. Failure to submit to testing or positive indications of drug use will render the applicant ineligible for employment with Alaska Airlines/Hawaiian Airlines/Horizon Air and any employment offer will be withdrawn.
Apply by 7:00 PM Pacific Time on
4/22/2026
FLSA Status Exempt
Employment Type Full-Time
Regular/Temporary Regular
Location Seattle - Flight Training Cntr
L: LI-B
Job Locations USA-WA-SeaTac
Requisition ID 2026-18577
Category Corporate & Operations
