Analyst/Sr Analyst, AA Vacations Air and Hotel

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

• American Airlines Vacations℠ sits within the AAdvantage® organization, where we help create meaningful travel experiences that build customer loyalty and drive incremental revenue for American Airlines. Our team brings together flights, hotels, cars, activities, and more into a seamless vacation booking experience that strengthens the value of AAdvantage for travelers.
• As a Delivery Analyst, you will play a key role in optimizing the AA Vacations website and improving how customers shop and book travel. You’ll dig into data to understand customer behavior, identify issues, and uncover opportunities that enhance both customer experience and business performance. This role is highly cross functional—partnering with internal product, IT, revenue management, and customer support teams as well as external vendors to ensure smooth delivery of new features, fixes, and enhancements.
• You will help translate problems into actionable solutions, support the implementation of website improvements, and ensure our ecommerce platform continues to evolve in ways that delight customers and drive revenue growth.

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.

• Develops strategies to optimize AA Vacations’ user experience and booking path against overall American objectives in B2C and B2B packaged travel channels
• Drives platform analysis, experiments, and cross-organization prioritization to improve upsell, cross-sell and support monetization, loyalty and cobrand initiatives
• Conducts primary research to understand consumer ecommerce trends and collects market intelligence on vacation platforms to inform future approach and best practices
• Acts as primary liaison and voice of the customer between internal and external users and AA Vacations stakeholders, including senior management and partners
• Communicates/educates Reservations team on new features/functionality and product updates, and provides additional information for training material as required
• Creates processes to identify irregularities and investigates unknown or erroneous customer experience failures within the AA Vacations ecommerce platform to drive continuous improvement and resolution
• Supports and assists in new supplier relationship development and communicating requirements to appropriate teams to enable effective prioritization 
• Supports customer relations requests for additional information related to customer complaints, and research as necessary
• Turns strategy into business requirements, submits enhancement requests, and review/approve functional specifications for AA Vacations platform changes, upgrades and enhancements
• Assists with test planning to ensure appropriate techniques/methodologies were used when testing
• Provides ad-hoc reporting and leads special projects in support of the operation and business
• Provides ad-hoc reporting in support of the operation

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree or equivalent experience/training
• 3 years of relevant work experience
• Experience testing APIs / web services
• Experience in Quality Assurance, including use of various test techniques and approaches

Preferred Qualifications- Education & Prior Job Experience

• Relevant work experience in web/digital channels, including UX and booking path optimization
• Experience with third party ecommerce and loyalty platform companies
• Experience with XML or ability to read HTML
• SABRE experience

Skills, Licenses & Certifications

• Strong aptitude and appetite for learning new technologies and domains and connecting them with business strategy
• Ability to maintain professional demeanor in fast-paced, dynamic work environment
• Strong critical thinking, analytical and problem solvin