Analyst/ Sr Analyst, Customer Experience Planning

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!

• The position is part of the Customer Experience Division and supports the development and execution of strategic initiatives that enhance the airline’s customer experience.
• You'll work on presentations for senior leadership to present updates on customer experience initiatives.

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.

• Support the creation of presentation materials for senior leadership, including visualizations and summaries of key findings
• Maintain the Customer Experience Operating Budget tracker, ensuring accurate tracking of spend and alignment to planned initiatives
• Maintain and update CX initiative roadmaps, tracking progress and dependencies across teams
• Assist in the development of customer experience strategies by providing data-driven insights and supporting strategic planning activities
• Build and maintain dashboards and reports to monitor CX performance and communicate findings to internal stakeholders

Minimum Qualifications – Education & Prior Job Experience

• Bachelor’s degree in Business, Analytics, Aviation, or a related field.
• 3 years of experience in data analysis, customer experience, strategy, or a related discipline

Preferred Qualifications – Education & Prior Job Experience

• Experience in the airline, travel, or hospitality industry.
• Familiarity with customer experience measurement tools (e.g., NPS, CSAT).
• Working knowledge of data visualization tools such as Tableau or Power BI.
• Experience with SQL or other data querying languages.

Skills, Licenses, and Certifications

• Proficiency in Microsoft Excel and PowerPoint.
• Strong analytical and problem-solving skills with the ability to interpret complex data sets.
• Excellent written and verbal communication skills.
• Analytical thinking and attention to detail.
• Demonstrated ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Strong interpersonal and collaboration skills.
• Ability to translate data into actionable insights.
• Project management capabilities. 

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

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.