Analyst/Sr Analyst, Customer Experience Research

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 part of the Customer Experience team within the Commercial Division.
• This role helps shape the customer experience across one of the world’s largest global airlines by leading qualitative and quantitative research that captures how customers feel throughout their journey and how team members experience delivering that service.
• The position turns those insights into clear, actionable recommendations that enhance satisfaction, strengthen service delivery, and guide enterprise‑wide customer experience initiatives.

What you'll do

As noted above, 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 customer research projects - both quantitative and qualitative - to understand customer and team member experiences. 
• Translate complex research findings into clear, actionable insights that inform service design, process enhancements, product improvements, and operational decisions.
• Develop research plans, determine methodologies, create discussion guides, write and program surveys, and apply sampling strategies to ensure representative and reliable insights.
• Partner closely with Customer Experience, Operations, and other cross functional teams to implement recommendations and measure impact.
• Monitor industry and customer trends to identify emerging opportunities that enhance the overall travel journey.
• Support continuous improvement initiatives by tracking themes, pain points, and sentiment over time. 

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in marketing, behavioral science, business, human‑centered design, or a related field, or equivalent experience.
• 3 years of experience in quantitative research, customer insights, service design, or related disciplines.

Preferred Qualifications- Education & Prior Job Experience

• Experience working in customer experience, aviation, hospitality, or service‑driven industries.
• Familiarity with customer journey mapping, persona development, or service‑design methodologies.
• Experience with mixed methods research and integrating qualitative and quantitative research together.
• Experience conducting advanced analytics with survey data.
• Ability to manage multiple projects simultaneously in a fast paced, matrixed environment.
• Proficiency with research tools such as Qualtrics, UserTesting, or similar platforms, and research communities.  

Skills, Licenses & Certifications

• Customer journey and service design principles
• Familiarity with airline operations and customer touchpoints
• Strong communication, presentation, and storytelling skills
• Project management and stakeholder collaboration
• Data visualization and insight reporting

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