American Airlines

Analyst/ Sr Analyst, Customer Experience Planning

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

Qualifications

  • Bachelor's degree in Business, Analytics, Aviation, or a related field
  • 3 years of experience in data analysis, customer experience, strategy, or a related discipline
  • Experience in the airline, travel, or hospitality industry (preferred)
  • Familiarity with customer experience measurement tools (e.g., NPS, CSAT)
  • Working knowledge of data visualization tools such as Tableau or Power BI
  • Experience with SQL or other data querying languages

Responsibilities

  • Analyze customer experience performance metrics and operational data to identify trends and opportunities
  • Assist in the development of customer experience strategies through data-driven insights
  • Maintain and update customer experience initiative roadmaps
  • Monitor and analyze CX metrics and feedback to ensure progress
  • Build and maintain dashboards and reports for CX performance
  • Support creation of presentation materials for senior leadership

Benefits

  • Travel Perks: Access to 365 destinations on over 6,800 daily flights
  • Health Benefits: Comprehensive health, dental, prescription and vision benefits accessible from day one
  • Wellness Programs: Resources and support for personal well-being
  • 401(k) Program: Available upon hire with employer contributions after one year
  • Additional Benefits: Employee Assistance Program, pet insurance, and discounts on travel-related services
Full Job Description
7/1/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 86617
This job will continue to be posted until at least 7/8/2026. If interested, please apply prior to this date.

Job Description

Why you'll love this job

  • The position is part of the Customer Experience Division and supports the development and execution of
    strategic initiatives that enhance the airline's customer experience.
  • This role is responsible for analyzing performance metrics, synthesizing customer insights, and supporting
    cross-functional planning efforts.


What you'll do

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.
  • Analyze customer experience performance metrics and operational data to identify trends, gaps, and
    opportunities.
  • Assist in the development of customer experience strategies by providing data-driven insights and supporting
    strategic planning activities.
  • Maintain and update CX initiative roadmaps, tracking progress and dependencies across teams.
  • Monitor and analyze CX metrics (e.g., NPS, CSAT, CES), customer feedback, and operational and financial data to ensure initiatives are progressing as intended.
  • Build and maintain dashboards and reports to monitor CX performance and communicate findings to internal
    stakeholders.
  • Support the creation of presentation materials for senior leadership, including visualizations and summaries
    of key findings.


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree in Business, Analytics, Aviation, or a related field.
  • 3 years of experience in data analysis, customer experience, strategy, or a related discipline

Preferred Qualifications- Education & Prior Job Experience
  • Experience in the airline, travel, or hospitality industry.
  • Familiarity with customer experience measurement tools (e.g., NPS, CSAT).
  • Working knowledge of data visualization tools such as Tableau or Power BI.
  • Experience with SQL or other data querying languages.

Skills, Licenses & Certifications
  • Proficiency in Microsoft Excel and PowerPoint.
  • Strong analytical and problem-solving skills with the ability to interpret complex data sets.
  • Excellent written and verbal communication skills.
  • Analytical thinking and attention to detail.
  • Demonstrated ability to manage multiple projects and meet deadlines in a fast-paced environment.
  • Strong interpersonal and collaboration skills.
  • Ability to translate data into actionable insights.
  • Project management capabilities.


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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