Analyst/Sr Analyst, AAdvantage Operations

Analyst/Sr Analyst, AAdvantage Operations — Posting Start Date: 6/5/26 Location: DFW Headquarters Building 8 (DFW-SV08) Cities: Fort Worth - TX Requisition ID: 86069 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 AAdvantage Operations team within the AAdvantage group. It is a versatile role supporting the in-market success of the AAdvantage loyalty program. This position leads cross‑functional coordination to enhance program performance, resolve member issues, and support strategic initiatives. The ideal candidate thrives in a fast‑paced environment, is passionate about customer loyalty, and excels at turning data into actionable solutions. What you'll do Collaborate with teams across Customer Experience, Airport Operations, Premium Guest Services, Inflight Service, Contact Centers, and Policy to ensure consistent delivery of the AAdvantage experience. Identify trends, anomalies, and opportunities to improve program efficiency and member satisfaction. Support day‑to‑day operations of the AAdvantage program including promotions, point accrual/redemption, and member communications. Monitor program health and recommend enhancements based on data insights. Assist in documenting and optimizing operational processes and procedures. Provide analytical support for executive‑level member escalations, identifying root causes and recommending solutions. Partner with Customer Service and Reservations to evaluate service quality and implement improvements aligned with AAdvantage standards. Maintain a feedback loop across teams to drive continuous improvement in member experience. Support frontline education initiatives by providing insights and tools to enhance service delivery. Participate in customer focus groups and translate feedback into actionable program enhancements. Troubleshoot loyalty platform issues, data discrepancies, and member transaction errors. Work with IT and vendor partners to ensure system integrity and resolve bugs. Maintain documentation for data definitions, reporting standards, and system processes. Ensure operations comply with internal policies, regulatory requirements, and industry standards. Stay current on AAdvantage policies and act as a subject matter expert for internal teams. Analyze customer behavior, program performance, and operational trends using SQL, Excel, Tableau, Power BI, or similar tools. Build and maintain dashboards and recurring reports to monitor KPIs such as enrollment, engagement, redemption, escalation volume, and Net Promoter Score (NPS). Minimum Qualifications Bachelor’s Degree or equivalent training/experience 3 years related work experience Knowledge of AAdvantage loyalty products and propositions as well as consumer behavior Preferred Qualifications Master of Business Administration Previous experience in analytics, operations, customer experience, or loyalty program support. Proficiency in data tools (SQL, Excel, Tableau, Power BI). Passion for customer experience and continuous improvement. Proficiency in SQL, Excel, Tableau, Power BI, SABRE Skills Identifying trends and insights from data Understanding loyalty program mechanics Process documentation and optimization Monitoring and improving program performance Root cause analysis for member issues Cross‑collaborations with other teams/departments Driving improvements in member satisfaction Supporting frontline education Translating customer feedback into program enhancements Troubleshooting platform and data issues Partnering with IT and vendors Maintaining system documentation Ensuring adherence to policies and regulations Acting as a subject matter expert on program rules What you'll get Travel Perks: reach 365 destinations on more than 6,800 daily flights across our global network. Health Benefits: access to health, dental, prescription and vision benefits on day one, with virtual doctor visits, flexible spending accounts and more. Wellness Programs: tools, resources and support to help you be the best version of yourself. 401(k) Program: available upon hire with employer contributions after one year. Additional Benefits: 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 connect 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. Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc. fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. All applications will only be submitted through this site, and we will never require payment at any time during the application process. #J-18808-Ljbffr American Airlines