Analyst/Sr Analyst, Customer Experience Programs

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 part of our Commercial Portfolio Management Office (CPMO) within the Customer Experience Team.
• As a member of our PMO, you’ll help shape the future of our business by supporting portfolio planning, prioritization, and continuous improvement.
• Our team is dedicated to aligning initiatives with business objectives, optimizing resources, and fostering a culture of transparency and collaboration. You’ll have the opportunity to work cross-functionally with leaders, product teams, and stakeholders, ensuring that every investment supports our company’s long-term goals and delivers measurable results. If you thrive in a dynamic environment and enjoy solving complex challenges, this is the place for you.
• You’ll gain hands-on experience with industry-leading tools, participate in quarterly and annual planning cycles, and contribute to the development of innovative products and services that enhance the customer experience.

What you'll do

• Analyze customer feedback and behavioral data, research industry and competitive trends, and turn the insights into actions that will improve the customer experience, generate deeper customer loyalty, and strengthen profitability 
• Leverage knowledge of Web Content Accessibility Guidelines (WCAG) to ensure we design, develop, and maintain accessible digital customer interfaces, including (but not limited to) aa.com, mobile web, app, airport kiosks, inflight Wi-Fi portal, and onboard entertainment 
• Implement new traffic agreements, codeshare, and seamless partnership efforts; balancing Oneworld, Alliances & Partnerships, and other AA priorities. 
• Identify, explore, and pursue opportunities for innovation, improving the interline, codeshare, and Oneworld customer experience. 
• Represent and support American Airlines’ position within Industry Working Groups (IATA, A4A, ISMC, etc.) 
• Support, plan and participate in the Big Room Planning exercises which unite departments to discuss their roadmaps while considering their progress, risks and dependencies 
• Align teams around commercial strategies, key objectives, and success metrics, maintaining clear communications across teams, and ensuring cross-functional actions are completed 
• Manage overall commercial initiative roadmaps, working with product teams to define and track objectives and key results (OKRs) and milestones, while ensuring speed-to-market 
• Collaborate and foster deep relationships with counterparts across the company, including (but not limited to) Customer Experience, Commercial Planning and Analysis, Revenue Management and Loyalty, Partnerships and Retailing, Reservations and Service Recovery, Inflight and Premium Guest Services, Airport Operations, and Joint Business partners 

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's Degree or equivalent experience/training 
• 4+ years of relevant work experience  

Preferred Qualifications- Education & Prior Job Experience

• Master’s Degree with coursework/experience in a relevant discipline 
• Prior experience in Technology, Consulting, Data Analytics, or Economics-related field, preferably in Commercial Aviation 

Skills, Licenses, & Certifications  

• Ability to effectively communicate both verbally and in writing to a variety of audiences 
• Ability to effectively analyze information and concisely present findings and strategies to leaders 
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience 
• Demonstrated ability to develop and adhere to timelines and manage projects with minimal supervision 
• Must be well-organized and detail-oriented 
• Display flexibility and adaptability in a team-oriented, dynamic environment