Analyst/ Sr Analyst, Customer Experience Planning

Why you’ll love this job The position is part of the Customer Experience Division and supports the development and execution of strategic initiatives that enhance the airline’s customer experience. This role is responsible for analyzing performance metrics, synthesizing customer insights, and supporting cross-functional planning efforts. 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. Analyze customer experience performance metrics and operational data to identify trends, gaps, and opportunities. Assist in the development of customer experience strategies by providing data-driven insights and supporting strategic planning activities. Maintain and update CX initiative roadmaps, tracking progress and dependencies across teams. Monitor and analyze CX metrics (e.g., NPS, CSAT, CES), customer feedback, and operational and financial data to ensure initiatives are progressing as intended. Build and maintain dashboards and reports to monitor CX performance and communicate findings to internal stakeholders. Support the creation of presentation materials for senior leadership, including visualizations and summaries of key findings. All you’ll need for success Minimum Qualifications- Education & Prior Job Experience Bachelor’s degree in Business, Analytics, Aviation, or a related field. 3 years of experience in data analysis, customer experience, strategy, or a related discipline Preferred Qualifications- Education & Prior Job Experience Experience in the airline, travel, or hospitality industry. Familiarity with customer experience measurement tools (e.g., NPS, CSAT). Working knowledge of data visualization tools such as Tableau or Power BI. Experience with SQL or other data querying languages. Skills, Licenses & Certifications Proficiency in Microsoft Excel and PowerPoint. Strong analytical and problem-solving skills with the ability to interpret complex data sets. Excellent written and verbal communication skills. Analytical thinking and attention to detail. Demonstrated ability to manage multiple projects and meet deadlines in a fast-paced environment. Strong interpersonal and collaboration skills. Ability to translate data into actionable insights. Project management capabilities. What you’ll get 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 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. #J-18808-Ljbffr American Airlines