Senior Analyst - Customer Service Data

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Who We Are:

At RTX, the world's largest aerospace and defense company, 185,000 great minds are united by purpose and inspired to make a difference solving the world’s most complex problems. With our three market leading businesses, world-class operations and investments in research and development, we offer capabilities and opportunity no one else can. Together, we push the boundaries of known science and find new ways to connect and protect our world. 

Pratt & Whitney is a world leader in the design, manufacture and service of aircraft engines and auxiliary power systems and has been revolutionizing modern flight for over 100 years. Join us and help shape the future of aerospace and defense.

What You Will Do:

The Customer Data Contact Senior Analyst is a customer-facing role responsible for resolving customer data quality issues in a dynamic, 24/7 global environment. You will proactively contact customers to validate and correct incomplete, unclear, or non-compliant information submitted through portal registration or contract signing, including issues such as invalid company names, mismatched email domains, incomplete addresses, or duplicate customer records. Your work will help ensure customer information is accurate, complete, and compliant with established data standards while delivering a high-quality customer experience. This role supports the Customer Data Contact Principal Specialist.

These interactions may also involve unplanned customer inquiries related to aftermarket commercial services. You will resolve these inquiries efficiently while minimizing touchpoints and maintaining a high standard of customer experience.

Responsibilities include:

• Adhere to company strategy, goals, and operational objectives
• Follow established processes, controls, and data standards across customer data and service operations
• Investigate and resolve customer data discrepancies by contacting customers, validating submitted information, and updating records in accordance with established data standards
• Deliver professional, solution-oriented support to customer inquiries with accurate and timely responses
• Balance customer needs with data governance and compliance requirements
• Handle escalations involving customer contact for data validation and correction, ensuring unresolved issues are escalated appropriately

Expectations of the Role:

• Success in this role will be measured through:
• Data quality accuracy
• First contact resolution
• Service level performance
• Process compliance
• Escalation effectiveness
• Customer experience

Qualifications You Must Have:

• Bachelor’s degree in Business, Commerce, Communication, or Sales and Marketing with at least 2-5 years of relevant experience.
• Experience in a call center, contact center, or customer support environment, preferably global or multi-site
• Strong ability to ask structured, neutral questions to validate customer information while maintaining response integrity
• Excellent active listening and communication skills
• Customer-focused mindset with a strong sense of urgency and commitment to resolution

Qualifications We Prefer:

• Experience in the aerospace or aviation industry, or familiarity with industry terminology
• Working knowledge of CRM or data management systems
• Exposure to data quality, compliance, or governance functions
• Experience supporting global customers across multiple time zones

Shifts/Work Hours:

UK shift, on-site, on week days
On-call support for urgent issues (limited but possible)

RTX adheres to the principles of equal employment. All qualified applications will be given careful consideration without regard to ethnicity, color, religion, gender, sexual orientation or identity, national origin, age, disability, protected veteran status or any other characteristic protected by law.

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