Analyst/Sr Analyst, Customer Experience Product Owner

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 a member of the Airport Innovation team within the Customer Experience Division.
• In this position, you'll help shape the future of the travel experience by defining the strategic vision for key touchpoints across the customer journey. Your work will directly impact customers and team members on the day of travel while enhancing our Net Promoter Score (NPS), driving efficiencies, and improving operational performance.
• This role thrives on ambiguity. You'll take initiative to identify opportunities, lead product discovery, map complex processes, and transform loosely defined problems into clear, strategic product and business directions.

What you'll do

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 early-stage problem discovery by defining problem statements, mapping current and future states, and aligning stakeholders on strategic solutions (technology, process, or operational change) before development begins.Collaborates with product stakeholders to define product strategy, develop product roadmap, and implement product
• Translates business objectives into technical specifications by creating clearly written and well-defined user stories
• Keeps stakeholders informed and communicates outcomes, learnings, and changes as teams work toward objectives
• Develops and shares product knowledge through market insights, customer/user feedback, competitive analysis, industry trends and technology trends
• Develops product subject matter expertise
• Comprehends technical and business trade-offs that enable teams to deliver value sooner
• Effectively tracks product spend through available tools and prioritizes technical debt along with business features
• Ensures and tracks business readiness (training, communication and marketing etc.) for new features or initiatives
• Collaborates with data and analytics resources to capture data and analyzes results to prioritize work, report on product health and identify opportunities to grow product value
• Operates within the DevOps model, helping troubleshoot technical issues and prioritizing defect fixes and small enhancements among larger feature efforts.
• Partners closely with IT architects and technical leads to develop solutions that deliver customer value quickly while reducing ongoing operational costs
• Leads ongoing demonstrations of new features and functionality to update stakeholders and team members
• Understands and advocates for Delivery Transformation including the Product mindset, DevOps, and Agile methodologies

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in CS/CE/CIS/MIS/Engineering/Technology or Business Administration related field; or equivalent experience/training
• 3 years related experience
• 2 years Project Management and/or Product Development experience
• Experience with Agile, product ownership, project planning and delivery

Skills, Licenses & Certifications

• Knowledge and understanding of technology systems and how they can contribute to product strategy and Objectives and Key Results (OKR)
• Ability to effectively analyze, and concisely present findings and strategies to senior leadership
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience
• Ability to identify product OKRs and conduct analysis to measure success of business objectives
• Highly developed interpersonal skills demonstrated through experience developing and growing internal, external and cross-functional relationships
• Demonstrated ability to effectively manage competing priorities and deadlines
• Knowledge of Sabre PSS, Airline, Contact Center and Service Recovery Operations
• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint
• Ability to work with technical leadership to understand benefits of technical enhancements and how they contribute to product OKRs and long-term strategic vision
• Proven ability to lead teams, set priorities and manage day-to-day evolution of product(s)
• Must be well organized and detail oriented
• Strong analytical skills
• Flexible and adaptable to changing environment

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+ Team Member 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.