Digital Experience Analyst W-2 ONLY

General Purpose of the Job-Possible contract to hire W-2 ONLY

The Digital Experience Analyst is focused on creating enhanced user experiences for our customers as guests on our digital platforms. This role will focus on the governance and continuous improvement of digital ecosystem, including the pre-login webpages, Vision customer portal, and other digital customer touchpoints integrated with the website. This role is focused on working to ensure our digital platforms deliver a seamless, intuitive, and consistent experience that strengthens brand perception, improves customer engagement, and supports operational efficiency across the network.

This position supports cross-functional digital initiatives, identifies content and platform updates, partners closely with Marketing, IT, Operations, and Commercial teams, and ensures all digital experiences align with brand standards, accessibility requirements, and performance goals.

Essential Duties and Responsibilities:

The Digital Experience Analyst will be responsible for the following functions:

• Leverage the voice of the customer to identify and recommend strategic improvements to our digital systems.
• Support digital experience standards, governance models, and guidelines to maintain consistency across platforms.
• Translate business needs into digital requirements and work with IT, UX, and development partners to deliver solutions.
• Track publishing workflows, content operations, and platform QA to maintain reliability and performance.
• Enable the intake, prioritization, and delivery of digital enhancement requests from internal and external stakeholders.
• Support the development, refinement, and optimization of content across all digital channels to ensure clarity, brand alignment, and accessibility.
• Recommend enhancements on messaging hierarchy, navigation, and content placement to improve customer journeys.
• Partner with internal stakeholders to ensure brand consistency across digital assets.
• Identify user experience gaps, analyze behavior patterns, and provide data-backed recommendations for continuous improvement.
• Use dashboards, performance summaries, and insights to inform business decisions.
• Support cross-functional communication across Digital, Marketing, IT, Operations, and Commercial teams to align initiatives and ensure clear communication.
• Generate internal support for website experience and enhancements by aligning with Change Management and Internal Communications
• Coordinate with external agencies and vendors to support platform development, UX enhancements, and content production.
• Support enterprise-wide digital transformation initiatives, providing analytical inputs into strategic initiatives.
• Document digital projects from planning through launch, ensuring timelines, requirements, and quality standards are met.
• Identify opportunities to streamline processes, improve workflows, and increase team efficiency.
• Maintain documentation on platform processes, content standards, and governance frameworks.

Additional Duties

• Stay current with digital experience trends, UX best practices, platform capabilities, and accessibility standards.
• Perform other responsibilities supporting digital strategy as needed.

Minimum Education and/or Experience

• Bachelor’s degree in Digital Marketing, Communications, UX, Business, Information Systems, or a related field.
• 3+ years of experience in digital experience, digital marketing, UX, or content planning.
• Experience working with enterprise CMS platforms and customer portals.
• Strong understanding of digital experience design, user behavior, accessibility standards, and analytics tools.
• Experience supporting cross-functional digital initiatives or projects.
• Familiarity with marketing automation platforms (HubSpot a plus).
• Experience in aviation, travel, hospitality, or operationally complex environments preferred.

Additional Knowledge and Skills

• Strong project management skills with the ability to juggle multiple priorities.
• Excellent communication skills, able to translate technical concepts into clear, concise, business-focused recommendations.
• High attention to detail paired with strategic thinking.
• Ability to lead through influence and collaborate across departments.
• Comfort analyzing data, identifying trends, and presenting insights.
• A self-starter who thrives in fast-paced, transformational environments.