Analyst, Digital Analytics & Customer Research

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 Digital Analytics & Customer Research Team within the Customer Experience Analytics organization.
• The Customer Research Team is responsible for providing actionable and timely insights through custom and syndicated research. This involves working with internal clients in determining research needs, establishing research objectives, selecting the best methodological approaches, implementing large scale research projects, performing data analysis and developing associated reports.
• This Analyst position will primarily be responsible for project-based assignments that require a mix of strong analytical skills, the aptitude to solve complex problems, and the ability to clearly and concisely present information. The position will require ownership, the ability to work well with minimal supervision, and the ability to prioritize and manage multiple projects simultaneously.

The Analyst position’s key roles and responsibilities will focus on three areas:

Customer Satisfaction Tracking Data

o Provides updates regarding customer satisfaction trends and drivers of our customer’s Net Promoter Score (NPS)
o Creates dashboards and analytical reports, coupled with key insights and recommendations, to present to leadership/internal clients
o Conducts ad-hoc analyses to answer various business questions

Ad-Hoc Research
o Designs and implements ad hoc research projects to meet the needs of internal clients; this may encompass creating, launching and analyzing online surveys, airport intercepts, usability studies and/or focus groups
o Moderates focus groups, one-on-one sessions and in-person interviews with customers and/or employees

Voice of the Customer and Journey Analytics
o Develops long-term vision and application for a VOC and Customer Journey Analytics program for American
o Integrates multiple sources of customer interaction (quant/qual, social, complaints, chat, call, digital, etc.) to present a holistic view of a customer’s experience
o Selects and manages research vendors that fit with our holistic strategy
o Works to break down corporate silos, by sharing relevant information across various departments

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s Degree or Masters degree in Business Analytics, Industrial Engineering, Market Research, Customer Insights, Marketing, or similar fields
• 1 year of work experience in an analytical field such as Business, Engineering, Mathematics, Economics, Revenue Management, Network Planning, Sales Strategy, Customer Insights, Marketing, or Masters degree in related field.
• Experience using SPSS statistical software, online survey software, Voice of the Customer or Enterprise including Medallia and Qualtrics is preferred
• Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint)

Preferred Qualifications- Education & Prior Job Experience

• Master’s degree in Business Analytics, Industrial Engineering, Market Research, Customer Insights, Marketing, or similar fields
• Feedback Management systems/platforms experience desired
• Moderator experience preferred

Skills, Licenses & Certifications

• Ability to synthesize complex data from a variety of sources into a succinct format 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
• Self-motivator who can work independently, as well as in a team environment, and drive progress in an ambiguous environment
• Client-service attitude with excellent interpersonal skills with ability to work cross-functionally with partners in both business, operations, and technology
• Strong quantitative, analytical, and problem-solving skills required; experience in SQL is preferred

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.