American Airlines

Analyst/Sr Analyst, Customer Experience Programs

American Airlines • $80K — $95K *
Fort Worth, TX 76137In-Person
Enterprise Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's Degree or equivalent experience/training
  • 4+ years of relevant work experience
  • Master's Degree in a relevant discipline (preferred)
  • Experience in Technology, Consulting, Data Analytics, or Economics, preferably in Commercial Aviation (preferred)
  • Effective verbal and written communication skills for diverse audiences
  • Strong analytical abilities and project management skills
  • Advanced proficiency in Microsoft Office, especially Excel and PowerPoint

Responsibilities

  • Increase stakeholder awareness and adoption of commercial initiatives
  • Support initiatives that enhance customer experience and drive commercial performance
  • Facilitate alignment and communication across the commercial portfolio
  • Develop reporting mechanisms for resource utilization and financial transparency
  • Provide insights for data-driven decision-making
  • Identify and mitigate risks within the portfolio
  • Support budget alignment and initiative tracking with Finance and product leaders

Benefits

  • Travel Perks for you, family, and friends across a global network
  • Comprehensive health benefits available from day one
  • Access to wellness programs to support personal development
  • 401(k) program with employer contributions after one year
  • Additional perks such as employee assistance, pet insurance, and discounts on services
Full Job Description
9/8/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 88071

Job Description

  • Responsible for increasing awareness and adoption of Commercial initiatives through stakeholder engagement, insight gathering, and analysis.
  • You will support highly visible initiatives that improve the customer experience while driving measurable commercial performance outcomes.
  • Plays a key role in driving change across the commercial portfolio by facilitating alignment, reinforcing standards, enabling adoption of new processes and tools, and ensuring consistent, transparent communication across stakeholders.
  • This role is part of the Customer Experience organization.


What you'll do

  • Develop and implement robust reporting mechanisms to enhance transparency in resource utilization, finances, and risks across the portfolio.
  • Provide clear insights and analytics to facilitate data-driven decision-making at both the project and portfolio levels.
  • Partners closely with Product Managers, Product Owners, and IT counterparts to provide monthly product support, including month-end meetings, executive product summaries, portfolio dashboards, newsletters, and regular portfolio-wide communications.
  • Proactively identify, assess, and mitigate risks within the portfolio.
  • Facilitate and support planning to ensure initiatives are well-defined, prioritized, funded, and tracked in alignment with portfolio and enterprise goals.
  • Act as a connector between product, finance, technology, and leadership to improve visibility, predictability, and decision-making.
  • Partner with Finance and product leaders to support budget alignment, forecasting, and initiative tracking.


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
  • Proven ability to take action through intelligent risk-taking, innovation, and entrepreneurship
  • Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint


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


Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life's journey? Feel free to be yourself at American.

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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