American Airlines

Manager, Customer Science (Customer Analytics)

American Airlines • $110K — $130K *
Fort Worth, TX 76137In-Person
Transportation
5 - 7 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience
  • 5 years of experience in customer analytics, including data science and machine learning/AI
  • Advanced degree preferred, with strong understanding of airline economics
  • Experience managing a team of data analysts/data scientists
  • Ability to synthesize disparate data into actionable insights

Responsibilities

  • Develop strategic customer segmentations for the commercial strategy
  • Enhance strategic customer segmentations to inform long-term commercial strategy
  • Create analytical frameworks to understand customer behavior and retention drivers
  • Lead the design and implementation of advanced analytics solutions for customer value
  • Champion the adoption of Gen AI and Agentic AI tools in the revenue organization
  • Identify data opportunities to enhance customer segmentation and inform data strategy
  • Mentor and manage a successful team while fostering a thriving team culture

Benefits

  • Travel perks for you and your family to explore 365 destinations
  • Immediate access to health, dental, prescription, and vision benefits
  • Wellness programs to support personal health and well-being
  • 401(k) program with employer contributions after one year
  • Additional benefits including employee assistance, pet insurance, and discounts on travel services
Full Job Description
10/1/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 88583

Job Description

What you'll do

  • Develop strategic customer segmentations that are relevant for our commercial strategy and communicate them with the broader commercial organization
  • Help inform our long-term commercial strategy by enhancing strategic customer segmentations
  • Develop analytical frameworks to help understand customer behavior, their long their value and their retention drivers
  • Lead the design, development and implementation of advanced analytics insights and solutions that generate customer value and growth for American
  • Champion the introduction of customer frameworks and customer data into strategic commercial projects
  • Champion the adoption and correct implementation of Gen AI and Agentic AI tools and techniques that leverage customer data in the revenue organization. ⁣⁣⁣⁣⁣
  • Identify key data opportunities to enhance customer segmentation and inform data strategy teams to prioritize its generation, adoption, curation and literacy.
  • Develop and communicate customer segmentation best practices with the broader commercial organization
  • Provide the strategic leadership, collaborative coordination, and creative problem solving to mentor and manage a successful team
  • Ensure continuous upskilling and provide development opportunities for talent in the organization, and be always recruiting future leaders for the organization
  • Contribute to and drive forward a thriving team culture exemplified by personal integrity and accountability, respect and inclusiveness, collaboration, adaptability, positivity, and care for others


All you'll need for success

Minimum Qualifications- Education & Prior Job Experience
  • Bachelor's degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience
  • 5 years of experience in the customer analytics space, including data science, data management, customer engagement, customer insights, and machine learning/artificial intelligence (ML/AI)

Preferred Qualifications- Education & Prior Job Experience
  • Advanced degree, strong understanding of airline economics, experience managing a team of data analysts/data scientists with advanced quantitative skills

Skills, Licenses & Certifications
  • Ability to synthesize vast amounts of seemingly disparate data and translate into actionable insights
  • Ability to deliver clear and concise findings to a variety of audiences, including senior management, by integrating data from different sources
  • Ability to work effectively with multiple groups which have differing priorities
  • Understanding of customer data and customer interactions specific to the airline as well as customer behavior and customer experience management practices that are applicable to all industries
  • Ability to coach data analysts to improve their use of customer data and analytical techniques


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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