Analyst/Sr Analyst, Premium Guest Services Strategy and Support

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 role is part of the Premium Guest Services Operations Strategy team, where you’ll shape the experience of American Airlines’ highest‑value customers through analytics, structured storytelling, and strong project management. You’ll collaborate across the operation and with cross‑functional partners to create a seamless, consistent, and elevated premium journey while driving clarity, alignment, and execution of initiatives that enhance service delivery and operational excellence.

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.

•    Lead analytics‑driven storytelling, reporting, and insights to support Premium Guest Services strategy and operational decision‑making
•    Translate complex data into clear, actionable recommendations that influence leadership and frontline teams
•    Manage and prioritize multiple initiatives with precision, ensuring alignment, clear communication, and timely execution
•    Build and maintain collaborative relationships with stakeholders across the high‑value customer journey and operational teams
•    Partner with cross‑functional groups to identify opportunities, solve problems, and drive continuous improvement
•    Oversee project‑management activities for operational readiness of new club and lounge initiatives in partnership with Lounge Products and Corporate Real Estate
•    Create and maintain tracking tools to monitor project milestones, risks, and dependencies
•    Design dashboards and reporting materials that clearly communicate project status, progress, and key insights
•    Build polished presentations that synthesize insights for executive‑level communication and decision‑making
•    This role requires extended hours during peak periods, including 12–14 hour days during opening weeks
•    Perform physical tasks and manual labor as part of daily operations and peak‑period workloads

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

•    Bachelor’s degree in Business, Analytics, Operations, or a related field, or equivalent experience
•    3 years experience in analytics, strategy, operations, project management, or a similar function

Preferred Qualifications- Education & Prior Job Experience

•    Master’s degree in Business, Analytics, or a related discipline
•    Experience in airline, hospitality, or customer experience‑focused industries
•    Familiarity with premium or high‑value customer segments and related service operations
•    Advanced proficiency in data visualization tools (e.g., Tableau, Power BI) and analytical platforms
•    Experience leading cross‑functional initiatives or operational improvement projects

Skills, Licenses & Certifications

•    Strong project management capabilities
•    Advanced analytical and problem‑solving skills
•    Proficiency in data visualization and reporting tools
•    Ability to translate complex information into clear, compelling narratives
•    Excellent interpersonal and stakeholder‑management skills
•    Strong analytical skills with the ability to interpret data, identify trends, and communicate insights clearly
•    Knowledge of five-point funding process and ability to successfully lead a project from quote to funding
•    Knowledge of CWA-IBT agreements 
•    Demonstrated ability to manage multiple priorities and deliver high‑quality work in a fast‑paced environment
•    Excellent communication and storytelling skills, with the ability to influence stakeholders at various levels
•    Proven ability to build collaborative working relationships across teams
•    Role may involve up to 50% travel

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.