American Airlines

Analyst/Sr Analyst, Customer Experience Insights

American Airlines • $70K — $95K *
Fort Worth, TX 76137In-Person
Business Services
Less than 5 years of experience
Reposted Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Business Analytics, Statistics, Mathematics, Engineering, Economics, or related field; or equivalent experience/training.
  • 3 years of experience in an analytical field such as Business, Engineering or Marketing.
  • Proficiency in Excel and SQL for data analysis.
  • Experience with statistical software like SAS, R, or Python.
  • Strong communication skills for presenting insights to senior leadership.

Responsibilities

  • Provide updates on customer satisfaction trends and drivers of NPS.
  • Create dashboards and analytic reports for leadership.
  • Conduct ad-hoc analysis to address business questions.
  • Design and implement research projects for internal clients.
  • Develop a long-term vision for a Customer Journey Analytics program.
  • Integrate diverse data sources for a holistic customer experience view.
  • Manage project backlog, iteration planning, and perform UAT.

Benefits

  • Travel perks for you and your family to explore global destinations.
  • Comprehensive health benefits from day one including vision and dental.
  • Wellness programs aimed at promoting your best self.
  • 401(k) program with employer contributions after one year.
  • Additional perks like employee assistance and discounts on various services.
Full Job Description
6/22/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 85398

Job Description

What you'll do

  • Provides updates regarding customer satisfaction trends and drivers of our customers' Likelihood to Recommend and Net Promoter Scores (NPS)
  • Creates dashboards and analytical reports, coupled with key insights and recommendations, to present to leadership/internal clients
  • Conducts ad-hoc analysis to answer various business questions
  • Designs and implements ad hoc research projects to meet the needs of internal clients
  • Develops long-term vision and application for a VOC and Customer Journey Analytics program for American
  • Integrates multiple sources of customer interaction (quant/qual, social, complaints, chat, call, digital, etc.) with Operational, Transactional, and/or Commercial data to present a holistic view of a customer's experience
  • Manages the backlog, Iteration planning, and performs UAT for enhancements to our Survey Data Product
  • Selects and manages research vendors that fit with our holistic strategy
  • Present data-driven insights and strategic recommendations to senior leadership, ensuring complex analyses are communicated in a clear, compelling, and actionable manner


All you'll need for success

  • Minimum Qualifications- Education & Prior Job Experience
    • Bachelor's degree in Business Analytics, Statistics, Mathematics, Engineering, Economics, or related field; or equivalent experience/training
    • 3 years of work experience in an analytical field such as: Business, Engineering, Mathematics, Economics, Revenue Management, Network Planning, Sales Strategy, Customer Insights, Marketing
    • Experience in transforming raw data into meaningful insights and recommendations
    • Experience in Excel and SQL
    • Prior experience in SAS, R, Python, Adobe Analytics, Google Analytics or Quantum Metric
  • Preferred Qualifications- Education & Prior Job Experience
    • Master's degree in Business Analytics, Industrial Engineering, or similar fields
    • Proficiency in querying and analyzing data using SQL or similar query language. Ability to extract, clean and interpret large datasets to identify trends, insights, and opportunities.
    • Experience with statistical software (e.g. R, Python, SAS or SPSS) to perform advanced analyses and modeling.
    • Ability to synthesize complex data from a variety of sources into succinct actionable recommendations and concisely present findings to executive level audience.
    • Extremely organized and detail-oriented, with the ability to manage multiple projects and quickly react to changing business needs while meeting firm deadlines.
    • Ability to effectively communicate both verbally and written with all levels within the organization.
  • Skills, Licenses & Certifications
    • Strong quantitative, analytical, and problem-solving skills required
    • Excellent oral and written communication skills, including the ability to effectively communicate complex topics and present 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
    • Ability to work cross-functionally with partners in both business and technology
    • Creative self-starter and strategic thinker with passion to create data-driven insights to lead change and help improve the digital experience across all steps of the customer journey


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 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


About American Airlines

US Airways provides international and domestic air transport in the United States. It is owned by the American Airlines Group. US Airways utilizes a fleet of 343 mainline jet aircrafts, along with 278 regional jet and turbo-prop aircrafts operated by contract and subsidiary airlines under the name US Airways Express. It was originally established as All American Aviation.It operates an airline network with 193 destinations in 24 countries in North America, South America, Europe, and the Middle East. It also operates the US Airways Shuttle, a US Airways brand which provides hourly service between Boston, New York City, and Washington, D.C.As of October 2013, US Airways employed 32,312 people worldwide and operated 3,028 daily flights.US Airways is a member of Oneworld, and it currently operates along with American Airlines as a result of a merge between the two holding companies of these airliners.US Airways was established in 1973. It operates hubs at Charlotte/Douglas International Airport, Philadelphia Inte...

American Airlines Careers

Join the dynamic team at American Airlines, a leader in global aviation and an innovator in the airline industry. With a wide range of job opportunities, American Airlines is the perfect place to advance your career, offering roles that cater to a variety of skills and professional interests. Work You’ll Do At American Airlines, you will be part of a team that is dedicated to providing world-class service and shaping the future of travel. Our employees enjoy a culture of collaboration and respect, where diversity and inclusion are celebrated. With American Airlines, you can contribute to a legacy of innovation and leadership in the skies. Transform Your Career American Airlines is not just a company; it's a community where you can grow your career through a robust suite of professional development and diversity training programs. Our leadership is committed to nurturing talent and recognizes the value of each individual’s growth. Join a team that leads with integrity and a passion for progress. At American Airlines, your career trajectory is bolstered by our commitment to innovation and excellence in the aviation industry. Internship Opportunities Kickstart your career with an internship at American Airlines. Gain invaluable industry experience, build your resume, and make connections that will propel your professional life. Our internships offer hands-on experience in a variety of departments, helping you discover your path in the aviation industry. Benefits of Working With Us American Airlines places immense value on the well-being of its team members. Employees enjoy competitive benefits including health, dental, and vision insurance, employee discounts, and flexible spending accounts. More than just perks, our benefits are designed to support your life, both at work and at home. Explore Job Opportunities Whether you’re looking to enhance your career in engineering, customer service, or leadership, American Airlines has a position that will match your skills and passions. We are continuously hiring and looking for motivated individuals who are ready to take their careers to new heights. Stay Connected Join Our Team Search open positions that align with your skills and interests. We are looking for passionate, curious, and solution-driven team players. SEARCH AMERICAN AIRLINES JOBS Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. READ CAREERS BLOG Job Alert Emails Customize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at American Airlines.
Learn more about American Airlines
Size
123,400 employees
Market Cap
$8 billion
Industry
Aerospace & Defense
Net Income
-$8.8 billion
Founded
1930
5 Year Trend
-5.7%
Revenue
$17.3 billion
NASDAQ
AAL
* Ladders Estimates

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