American Airlines · 2 days ago
Analyst/Sr Analyst, Customer Experience Programs
Dallas, TX
Full-time
Onsite
Mid, Senior Level
4+ years expAmerican Airlines is a leading airline company dedicated to enhancing customer experiences. The Analyst/Sr Analyst will support portfolio planning and continuous improvement initiatives, analyze customer feedback, and collaborate with various teams to optimize resources and ensure alignment with business objectives.
AerospaceAutomotiveTransportationTravel
Responsibilities
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
Leverage knowledge of Web Content Accessibility Guidelines (WCAG) to ensure we design, develop, and maintain accessible digital customer interfaces, including (but not limited to) aa.com, mobile web, app, airport kiosks, inflight Wi-Fi portal, and onboard entertainment
Implement new traffic agreements, codeshare, and seamless partnership efforts; balancing Oneworld, Alliances & Partnerships, and other AA priorities
Identify, explore, and pursue opportunities for innovation, improving the interline, codeshare, and Oneworld customer experience
Represent and support American Airlines’ position within Industry Working Groups (IATA, A4A, ISMC, etc.)
Support, plan and participate in the Big Room Planning exercises which unite departments to discuss their roadmaps while considering their progress, risks and dependencies
Align teams around commercial strategies, key objectives, and success metrics, maintaining clear communications across teams, and ensuring cross-functional actions are completed
Manage overall commercial initiative roadmaps, working with product teams to define and track objectives and key results (OKRs) and milestones, while ensuring speed-to-market
Collaborate and foster deep 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
Qualification
Required
Bachelor's Degree or equivalent experience/training
4+ years of relevant work experience
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
Proven ability to take action through intelligent risk-taking, innovation, and entrepreneurship
Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint
Preferred
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
Benefits
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
Company
American Airlines
American Airlines is an airline company that operates a diverse fleet of aircraft, including narrow-body and wide-body jets. It is a sub-organization of American Airlines.
10001+ employees
H1B Sponsorship
American Airlines has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (359)
2024 (270)
2023 (253)
2022 (260)
2021 (342)
2020 (263)
Funding
Current Stage
Public CompanyTotal Funding
$1B2023-11-17Post Ipo Debt· $250M
2023-02-08Post Ipo Debt· $750M
2015-01-01Post Ipo Equity
Leadership Team
Doug Parker
Chairman and former CEO at American Airlines
David Seymour
Chief Operating Officer
Recent News
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