Analyst/Sr Analyst, Customer Experience Insights

Job Description Title : Analyst/Sr Analyst, Customer Experience Insights Location : DFW Headquarters Building 8 (DFW-SV08), Fort Worth, TX Posting Start Date : 6/22/26 Requisition ID : 85398 Responsibilities Provide updates on customer satisfaction trends and drivers of Likelihood to Recommend and Net Promoter Scores (NPS) Create dashboards and analytical reports with key insights and recommendations for leadership and internal clients Conduct ad‑hoc analysis to answer various business questions Design and implement research projects to meet internal client needs Develop long‑term vision and application for Voice of the Customer (VOC) and Customer Journey Analytics programs Integrate multiple sources of customer interaction (quantitative/qualitative, social, complaints, chat, call, digital, etc.) with operational, transactional, and/or commercial data to provide a holistic view of the customer experience Manage the backlog, iteration planning, and perform UAT for enhancements to the Survey Data Product Select and manage research vendors aligned with the holistic strategy Present data‑driven insights and strategic recommendations to senior leadership, ensuring clear, compelling, and actionable communication Qualifications Minimum Qualifications Bachelor’s degree in Business Analytics, Statistics, Mathematics, Engineering, Economics, or related field; or equivalent experience/training Three years of work experience in an analytical field such as Business, Engineering, Mathematics, Economics, Revenue Management, Network Planning, Sales Strategy, Customer Insights, or Marketing Experience transforming raw data into meaningful insights and recommendations Proficiency in Excel and SQL Prior experience with SAS, R, Python, Adobe Analytics, Google Analytics, or Quantum Metric Preferred Qualifications Master’s degree in Business Analytics, Industrial Engineering, or similar field Strong SQL querying and data analysis skills; ability to extract, clean, and interpret large datasets Experience with statistical software (R, Python, SAS, or SPSS) to perform advanced analyses and modeling Ability to synthesize complex data from multiple sources into concise actionable recommendations for executive audiences Highly organized, detail‑oriented, and capable of managing multiple projects with changing priorities Effective verbal and written communication skills at all organizational levels Skills Strong quantitative, analytical, and problem‑solving skills Excellent oral and written communication, including presentation 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 Cross‑functional collaboration with partners in business and technology Strategic thinker with passion for data‑driven insights to improve the digital customer experience Benefits Travel perks: access to 365 destinations on more than 6,800 daily flights worldwide Health benefits: medical, dental, prescription, and vision coverage, including virtual doctor visits and flexible spending accounts Wellness programs and resources 401(k) program with employer contributions after one year, depending on workgroup Additional benefits: Employee Assistance Program, pet insurance, and discounts on hotels, cars, cruises, and more Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on individual merit and ability 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. American Airlines, Inc. fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. All applications will be submitted through this site; no payment is required at any stage of the application process. #J-18808-Ljbffr American Airlines