Analyst, Customer Insights and Analysis

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!

• This job is a member of the Customer Loyalty and Insights Team within the Marketing & Loyalty Division.
• Responsible for creating and executing projects that drive customer engagement with American and the AAdvantage program

• Collaborates with multiple groups including Loyalty, Digital, and Marketing to lead and execute all aspects of campaign production.
• Develops strategies to deepen engagement with customers through personalization and two-way dialogue.
• Manages, develops, and implements a test & learn structure within all spaneting communications in order to meet and exceed engagement objectives, including utilizing various analytics/visualization platforms to evaluate results (Adobe Analytics, Mosaic, Tableau etc.).
• Identifies and collaborates with external vendors to support customer engagement and spaneting campaigns.
• Leverages and organizes campaign results to enable exploration of opportunities for improved targeting and customer communication efforts.
• Presents campaign updates to all key stakeholders, including senior leadership.
• Understands and assesses opportunities to leverage upcoming technology changes (i.e., Marigold, Airship etc.).
• Engages customers across all customer value levels and influences strategy for non-flight campaigns (i.e., partner, cobrand) that drive engagement KPIs.
• Reviews AAs spaneting channel options (advertising placements on aa.com, email, mobile app etc.) and makes recommendations for campaign and communication expansion.
• Executes the Boost/Renew strategy, including managing spaneting communications, internal coordination with business stakeholders (membership engagement team, ACS, etc.) and managing the customer experience.

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree or equivalent experience/training
• 3 years related work experience
• Experience with SQL and Tableau
• Experience in Marketing (particularly customer experience and/or communications)

Skills, Licenses & Certifications

• Advanced proficiency in Microsoft Excel and PowerPoint
• Strong organizational skills
• Ability to balance multiple projects concurrently
• Knowledge of the latest spaneting trends
• Excellent leadership, communication, creative thinking, analytical and problem-solving skills
• Ability to move projects forward without deadlines as well as effectively work under tight time constraints
• Ability to work cross-functionally and effectively communicate and work with diverse business groups
• Knowledge and understanding of customer data and customer interactions specific to the airline
• Knowledge and understanding of customer experience and management best practices across industries
• Ability to develop creative solutions and innovative strategies to drive real business results
• Ability to drive innovation

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

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

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.