Analyst/Sr Analyst, Customer Experience 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 a member of the Digital Team within the Customer Division.

• Responsible for project-based assignments that require a mix of strong analytical skills, the aptitude to solve complex problems, and the ability to clearly and concisely present information. The position will require ownership, the ability to work well with minimal supervision, and the ability to prioritize and manage a number of projects simultaneously.

What you'll do

• Provides updates regarding customer satisfaction trends and drivers of our customers’ Likelihood to Recommend and Net Promoter Scores (NPS)

• Creates dashboards and analytical reports, coupled with key insights and recommendations, to present to leadership/internal clients

• Conducts ad-hoc analysis to answer various business questions

• Designs and implements ad hoc research projects to meet the needs of internal clients

• Develops long-term vision and application for a VOC and Customer Journey Analytics program for American

• Integrates multiple sources of customer interaction (quant/qual, social, complaints, chat, call, digital, etc.) with Operational, Transactional, and/or Commercial data to present a holistic view of a customer’s experience

• Manages the backlog, Iteration planning, and performs UAT for enhancements to our Survey Data Product

• Selects and manages research vendors that fit with our holistic strategy

• Present data-driven insights and strategic recommendations to senior leadership, ensuring complex analyses are communicated in a clear, compelling, and actionable manner

All you'll need for success

• Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in Business Analytics, Statistics, Mathematics, Engineering, Economics, or related field; or equivalent experience/training

• 3 years of work experience in an analytical field such as: Business, Engineering, Mathematics, Economics, Revenue Management, Network Planning, Sales Strategy, Customer Insights, Marketing

• Experience in transforming raw data into meaningful insights and recommendations

• Experience in Excel and SQL

• Prior experience in SAS, R, Python, Adobe Analytics, Google Analytics or Quantum Metric

• Preferred Qualifications- Education & Prior Job Experience

• Master’s degree in Business Analytics, Industrial Engineering, or similar fields

• Proficiency in querying and analyzing data using SQL or similar query language. Ability to extract, clean and interpret large datasets to identify trends, insights, and opportunities.

• Experience with statistical software (e.g. R, Python, SAS or SPSS) to perform advanced analyses and modeling.

• Ability to synthesize complex data from a variety of sources into succinct actionable recommendations and concisely present findings to executive level audience.

• Extremely organized and detail-oriented, with the ability to manage multiple projects and quickly react to changing business needs while meeting firm deadlines.

• Ability to effectively communicate both verbally and written with all levels within the organization.

• Skills, Licenses & Certifications

• Strong quantitative, analytical, and problem-solving skills required

• Excellent oral and written communication skills, including the ability to effectively communicate complex topics and present to senior management

• Ability to handle multiple responsibilities/projects on strict deadlines with minimal supervision

• Ability to create structure and drive progress in an ambiguous environment

• Ability to work cross-functionally with partners in both business and technology

• Creative self-starter and strategic thinker with passion to create data-driven insights to lead change and help improve the digital experience across all steps of the customer journey

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.

EQUAL EMPLOYMENT OPPORTUNITY/ AFFIRMATIVE ACTION POLICY

American Airlines maintains a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations. This policy of nondiscrimination shall include, but not be limited to, the following employment decisions and practices: hiring; upgrading; promotions; demotions or transfers; layoffs; recalls; terminations; rates of pay or other forms of compensation; selection for training, including apprenticeship; and recruitment or recruitment advertising.