Analyst/Sr Analyst, Customer Experience Programs

American Airlines; Fort Worth (TX); Hybrid; USD 80,000 - 110,000; Full time

Job summary

American Airlines is seeking an Analyst/Sr Analyst for Customer Experience Programs at the DFW Headquarters in Fort Worth, TX. You will lead critical customer experience and commercial initiatives, delivering transparent metrics and actionable insights across the portfolio.

The role requires 4+ years of experience, a Bachelor's degree (Master’s preferred), and strong skills in data analysis, reporting, and cross-functional communication.

Qualifications

• Bachelor's Degree or equivalent experience/training
• 4+ years of relevant work experience
• Master’s Degree with coursework/experience in a relevant discipline (preferred)
• Prior experience in Technology, Consulting, Data Analytics, or Economics-related field, preferably in Commercial Aviation
• 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

Responsibilities

• 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
• Partner with Product Managers, Product Owners, and IT to provide monthly product support and portfolio communications
• Proactively identify, assess, and mitigate risks within the portfolio
• Facilitate and support planning to ensure initiatives are well-defined, prioritized, funded, and tracked
• Act as a connector between product, finance, technology, and leadership to improve visibility and decision-making
• Partner with Finance and product leaders to support budget alignment, forecasting, and initiative tracking

Skills

Communication skills

Data analysis

Presentation to leaders

Project management

Organization & detail-orientation

Adaptability

Risk-taking & entrepreneurship

Education

Bachelor's degree or equivalent

Master’s degree (preferred)

Tools

Microsoft Office

Excel

PowerPoint

Job description

Analyst/Sr Analyst, Customer Experience Programs

Need Accommodation Assistance?

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

Job Description

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

You will lead and oversee critical aspects of our customer experience and commercial initiatives. You will play a pivotal role in enhancing transparency, promoting prioritization, and ensuring efficient delivery across our portfolio. 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. This position requires a dynamic individual who is a self-starter, action-focused, pragmatic, confident, analytical and extremely organized. This person must have experience coordinating multiple efforts in a fast-paced environment.

• 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

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 life's 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.