Manager, Customer Science (Customer Analytics)

IntroAre 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 jobThis job is a member of the Customer Analytics and Insights Delivery team within the Revenue organization.Responsible for managing a group of analysts/data scientists who are well-versed in a variety of customer data and analytical techniques to provide meaningful data-driven customer insights to all areas of the company, including: Loyalty, Marketing, Revenue Management, Sales, Network Planning, all customer facing work groups, and IT. What you'll doDevelop strategic customer segmentations that are relevant for our commercial strategy and communicate them with the broader commercial organizationHelp inform our long-term commercial strategy by enhancing strategic customer segmentationsDevelop analytical frameworks to help understand customer behavior, their long their value and their retention driversLead the design, development and implementation of advanced analytics insights and solutions that generate customer value and growth for AmericanChampion the introduction of customer frameworks and customer data into strategic commercial projectsChampion the adoption and correct implementation of Gen AI and Agentic AI tools and techniques that leverage customer data in the revenue organization.     ⁣‍‍‍‍‍‍‍⁣‍‍‍‍⁣⁣⁣‍Identify key data opportunities to enhance customer segmentation and inform data strategy teams to prioritize its generation, adoption, curation and literacy.Develop and communicate customer segmentation best practices with the broader commercial organizationProvide the strategic leadership, collaborative coordination, and creative problem solving to mentor and manage a successful teamEnsure continuous upskilling and provide development opportunities for talent in the organization, and be always recruiting future leaders for the organizationContribute to and drive forward a thriving team culture exemplified by personal integrity and accountability, respect and inclusiveness, collaboration, adaptability, positivity, and care for others All you'll need for successMinimum Qualifications- Education & Prior Job ExperienceBachelor’s degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience5 years of experience in the customer analytics space, including data science, data management, customer engagement, customer insights, and machine learning/artificial intelligence (ML/AI) Preferred Qualifications- Education & Prior Job ExperienceAdvanced degree, strong understanding of airline economics, experience managing a team of data analysts/data scientists with advanced quantitative skillsSkills, Licenses & CertificationsAbility to synthesize vast amounts of seemingly disparate data and translate into actionable insightsAbility to deliver clear and concise findings to a variety of audiences, including senior management, by integrating data from different sourcesAbility to work effectively with multiple groups which have differing prioritiesUnderstanding of customer data and customer interactions specific to the airline as well as customer behavior and customer experience management practices that are applicable to all industriesAbility to coach data analysts to improve their use of customer data and analytical techniquesWhat you'll getFeel 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 moreFeel free to be yourself at AmericanFeel 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, youâll have access to your health, dental, prescription and vision benefits to help you stay well. And thatâs 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 â thatâs 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