Analyst/Sr Analyst, Customer Experience Program Management

American Airlines; Fort Worth (TX); Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines in Fort Worth, TX is seeking an Analyst / Sr Analyst for Customer Experience Program Management. You will align teams around commercial strategies, define objectives and drive cross-functional delivery.

You will build relationships across departments, prepare senior leadership presentations, and help inform strategic decisions. This role requires a Bachelor's degree and 4+ years of experience, with preferred Master's and aviation/ analytics background.

Qualifications

• Minimum qualifications: Bachelor's degree or equivalent experience; 4+ years of relevant work experience.
• Preferred qualifications: Master's degree and experience in Technology, Consulting, Data Analytics, or Economics-related field, preferably in Commercial Aviation.
• Strong communication and presentation skills are essential.

Responsibilities

• Align teams around commercial strategies, key objectives, and success metrics, maintaining clear communications across teams, and ensuring cross-functional actions are completed.
• Define and track objectives and key results (OKRs) and milestones to ensure speed-to-market.
• Collaborate and foster relationships with counterparts across Customer Experience, CRE, Airport Operations, Operations Planning & Analytics, People, Inflight and Premium Guest Services.
• Create presentation materials for senior leadership, including visualizations and summaries of key findings.

Skills

Effective communication

Analytical skills

Technical concepts translation

Project management

Detail-oriented

Adaptability

Risk-taking and initiative

MS Office proficiency

Education

Bachelor's degree or equivalent experience

Master's degree (preferred)

Tools

Microsoft Excel

PowerPoint

Job description

Analyst / Sr Analyst, Customer Experience Program Management View Profile

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Analyst / Sr Analyst, Customer Experience Program Management Posting Start Date: 9/9/26

Location: DFW Headquarters Building 8 (DFW-SV08)
Cities: Fort Worth - TX
Requisition ID: 88100

Intro

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!

Why you'll love this job

• This job is part of the Customer Experience Program Management Team within the Commercial Organization
• You’ll play a pivotal role in enhancing transparency, promoting prioritization, and ensuring efficient program delivery. Your expertise will be instrumental in informing strategic decisions, driving the successful delivery of initiatives, and contributing to the overall advancement of our enterprise objectives.

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.

• Align teams around commercial strategies, key objectives, and success metrics, maintaining clear communications across teams, and ensuring cross-functional actions are completed
• Manage commercial programs, working with teams to define and track objectives and key results (OKRs) and milestones, while ensuring speed-to-market
• Collaborate and foster deep relationships with counterparts across the company, including (but not limited to) Customer Experience, CRE, Airport Operations, Operations Planning & Analytics, People, Inflight and Premium Guest Services
• 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 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

Feel free to be yourself at American

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+ Team Member 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 lifeâs journey? Feel free to be yourself at American.

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history. ©2025, American Airlines, Inc. We are excited you're interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.