Description

Oliver Wyman Vector provides technical consulting & services to the global aviation, aerospace, and rail industries. Our deep expertise and proprietary tools help customers incorporate the latest safety standards, improve process efficiency, and streamline maintenance processes, to reap significant economic benefit. We partner with the world's preeminent airlines, rail lines, MROs, as well as startups in the industry to rise above any challenge the market poses.

We're looking for a proactive and customer-focused Customer Solutions Analyst to support client operations, service delivery, and customer success initiatives. In this role, you'll work closely with customers and internal teams to coordinate issue resolution, support system enhancements, and help ensure a seamless customer experience.

The ideal candidate is a strong communicator with solid problem-solving skills, a collaborative mindset, and a passion for turning customer challenges into practical, scalable solutions. This is an excellent opportunity to build experience in customer support, solution delivery, and operational improvement while
making a direct impact on customer satisfaction.

Key Responsibilities:
• Support customer relationship management activities for multiple airline customers, assisting in managing relationships, setting expectations, and prioritizing requests.
• Support the full lifecycle of support tickets, helping to drive resolution through initial troubleshooting of technical issues using scripts, SQL, AI-assisted tools, and other support resources; conduct follow-ups and ensure communications are documented.
• Assist in customer-facing delivery efforts including system upgrades, migrations, and releases, coordinating with development teams, tracking actions, and preparing customer-facing documentation.
• Facilitate collaboration between customers, support, and development teams to advocate for customer priorities and help drive alignment.
• Identify opportunities for process improvements to standardize workflows, reduce inefficiencies, and increase operational discipline.
• Help build and maintain reporting frameworks to analyze ticket trends, backlog, and customer-specific performance metrics to support data-driven decision-making.

Required Skills & Experience:
• 3+ years of experience in customer support, delivery coordination, business operations, or related roles; airline, travel, or SaaS experience preferred (5 to 7 years of experience preferred).
• Good communication and customer relationship skills.
• Familiarity with customer support ticketing systems and support operations, including managing ticket lifecycles and prioritization.
• Basic project coordination skills with experience supporting release, upgrade, or data migration efforts.
• Analytical mindset with an interest in reporting, operational metrics, and continuous improvement.
• Ability to work independently, manage multiple priorities, and contribute to process improvements.
• Comfortable using Jira Service Management or similar ticketing platforms.
• Proficient in the user of Microsoft Office suite of software

Preferred Skills & Experience:
• Experience collaborating with software development teams and understanding technical inputs for releases.
• Experience creating or maintaining support documentation such as SOPs, knowledge base articles, runbooks, or operational procedures.
• Ability to assist with root cause analysis, corrective actions, and preventive measures.
• Experience supporting incident communications, stakeholder updates, executive summaries, or Quarterly Business Reviews.
• Strong organizational skills and attention to detail.
• Willingness to promote structured communication and operational discipline within teams.

Success Measures:
• Timely resolution and escalation of customer issues.
• Delivery support activities completed on schedule and with high customer satisfaction.
• Improved ticket backlog visibility, reporting quality, and process efficiency.

Work Environment & Travel:
• Hybrid or remote work arrangement, subject to business needs.
• Occasional travel (up to 10-15%) for customer meetings, project activities, or company events.
• May be required to support customers across multiple time zones with reasonable schedule flexibility.

This role offers the opportunity to contribute meaningfully by improving customer satisfaction, streamlining support operations, and helping to drive scalable process improvements across multiple airline accounts.

Oliver Wyman is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit oliverwyman.com, or follow us on LinkedIn and X.

Marsh is committed to creating a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.