Overview

WELCOME TO SITA
At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry. You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a Great Place to Work® by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow. Are you ready to love your job? The adventure begins right here, with you, at SITA.

ABOUT THE ROLE & TEAM

As part of the Digital Customer Operations (DCO) Practice, this role drives service improvement across global digital customer support. Working with Global Pre-Sales, Customer Success Managers, customers, and operational teams, the role supports build-to-run transitions, onboarding, capacity planning, and operational readiness. It gathers customer feedback through direct meetings, service reviews, satisfaction results, complaints, and service interactions, then converts these insights into measurable improvement plans. The role is a key contact for Customer Success Managers on customer experience improvement, ensuring actions are owned, tracked, escalated, and completed. As per SITA Career Framework the title will be Lead Analyst Service Improvement.

WHAT YOU’LL DO

• Serve as the strategic liaison between Global Presales, Global Customer Success Managers, and Digital Customer Operations, ensuring seamless alignment between customer expectations, service delivery, and operational capabilities.
• Meet customers regularly, virtually and in person, to understand their support experience, expectations, and emerging needs; participate in onboarding, service reviews, and improvement planning.
• Analyze customer satisfaction results, Voice of Customer insights, complaints, service interactions, and operational performance data to identify trends, recurring pain points, risks, and improvement opportunities.
• Gather and document feedback from customer meetings and site visits, share findings with Customer Success and operational teams, and follow up on agreed actions.
• Determine the root causes of customer dissatisfaction by correlating feedback with incidents, cases, service performance, operational processes, and customer outcomes.
• Translate customer and operational insights into prioritized service improvement initiatives with defined owners, timelines, success measures, and expected business outcomes.
• Own and govern customer service improvement plans, ensuring actions are tracked, executed, escalated where required, and delivered to completion with measurable results.
• Lead and coordinate global digital customer support teams through the Build-to-Run transition for new customers, products, and services, ensuring onboarding, operational readiness, support processes, knowledge transfer, and service handover are effectively managed.
• Drive capacity planning and operational readiness across global digital customer support teams, proactively identifying resource, demand, and service delivery risks.
• Maintain and prioritize the customer experience improvement backlog, tracking dependencies, risks, actions, and progress through closure.
• Validate that implemented improvements deliver measurable gains in customer satisfaction, service quality, operational performance, and overall customer experience.
• Identify opportunities to enhance customer experience and reduce customer effort through process optimization, automation, AI, self-service capabilities, and continuous improvement practices.

Qualifications

ABOUT YOUR SKILLS

At least 5 years of experience in customer experience, customer operations, service improvement, continuous improvement, quality, service management, or a related discipline. Demonstrated experience analyzing customer feedback, satisfaction measures, complaints, and operational data and converting findings into actionable priorities. Proven ability to lead cross-functional improvement actions from problem identification and root-cause analysis through implementation, validation, and closure. Strong understanding of Voice of Customer practices, customer experience measurement, customer journey pain points, and service improvement planning. Good understanding of IT operations, managed services, customer support processes, incident and case management, onboarding, and build-to-run transitions. Strong analytical, problem-solving, and root-cause analysis capability, with the ability to combine qualitative and quantitative evidence. Experience using ServiceNow, Power BI, Excel, or comparable service management and analytics tools to monitor performance and communicate insights. Strong stakeholder management and influencing skills, with the ability to coordinate global teams, establish accountability, and drive actions without direct authority. Strong planning and execution skills, including backlog prioritization, action tracking, risk escalation, capacity awareness, and outcome measurement. Confident in customer-facing meetings and service reviews, with the ability to listen, gather actionable feedback, and communicate improvement progress. Bachelor's degree in Business, IT, Engineering, Data Analytics, Customer Experience, or a related field, or equivalent relevant professional experience.

NICE-TO-HAVE

Experience in technology, aviation, managed services, or a global customer support environment. ITIL, Lean Six Sigma, Project Management, Customer Experience, or Data Analytics certification. Practical experience using automation, AI, self-service, or knowledge management to improve customer and operational outcomes. Willing and able to travel up to 20% per year to meet customers and support onboarding, service reviews, and improvement activities.

WHAT WE OFFER

We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.

• 🏡 Flex Week: Work from home up to 2 days/week (depending on your team's needs)
• ⏰ Flex Day: Make your workday suit your life and plans.
• 🌎 Flex-Location: Take up to 30 days a year to work from any location in the world.
• 🌿 Employee Wellbeing: We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
• 🚀 Professional Development: At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From LinkedIn Learning, Microsoft's Enterprise Skills Initiative, and Airport Council International -available to all employees-to specialized solutions like Pluralsight for technology upskilling, Harvard Business Publishing for people leadership, Stanford for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
• 🙌 Competitive Benefits: Competitive benefits that make sense with both your local market and employment status.

SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.