Analyst/Sr Analyst, Customer Journey Insights

Intro

Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!

Why you'll love this job

This job is part of the Customer Experience Team within the Commercial Organization. You’ll work with teams across the company to create a seamless customer experience with our airline partners; combining your knowledge of airline partnerships, operational processes, IT functions, industry standards, and commercial strategy to implement and enhance seamless airline partnerships. You’ll combine your knowledge of customer- and employee-facing technology and processes, strong analytical skills, influential talent, relentless determination, and customer-centric passion to improve the experience across the entire customer journey. You’ll play a pivotal role in enhancing transparency, promoting prioritization, and ensuring efficient delivery across our portfolio. Your expertise will be instrumental in informing strategic decisions, driving the successful delivery of initiatives, and contributing to the overall advancement of our enterprise objectives.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced.  Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Analyze customer feedback and behavioral data, research industry and competitive trends, and turn the insights into actions that will improve the customer experience, generate deeper customer loyalty, and strengthen profitability.
• Synthesize insights across multiple data sources and initiatives to identify broader themes and inform strategic decision-making
• Establish and refine frameworks for measuring customer experience performance, ensuring consistency and clarity in how success is defined and tracked
• Develop clear, executive-ready materials that communicate key findings, business implications, and recommended actions
• Align teams around commercial strategies, key objectives, and success metrics, maintaining clear communications across teams, and ensuring cross-functional actions are completed
• Assist with overall commercial initiative roadmaps, actively tracking outcomes and influencing the creation of objectives and key results (OKRs) and milestones
• Build relationships with counterparts across the company, including (but not limited to) Customer Experience, Commercial Planning and Analysis, Revenue Management and Loyalty, Partnerships and Retailing, Reservations and Service Recovery, Inflight and Premium Guest Services, Airport Operations, and Joint Business partners

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

•    Bachelor's Degree or equivalent experience/training
•    3 years of relevant work experience

Preferred Qualifications- Education & Prior Job Experience

•    Master’s Degree with coursework/experience in a relevant discipline
•    Prior experience in Technology, Consulting, Data Analytics, or Economics-related field, preferably in Commercial Aviation

Skills, Licenses & Certifications

•    Ability to effectively communicate both verbally and in writing to a variety of audiences
•    Ability to effectively analyze information and concisely present findings and strategies to leaders
•    Ability to quickly absorb technical concepts and communicate them to a non-technical audience
•    Demonstrated ability to develop and adhere to timelines and manage projects with minimal supervision
•    Must be well-organized and detail-oriented
•    Display flexibility and adaptability in a team-oriented, dynamic environment
•    Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

• Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
• Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
• Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
• 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
• Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.