Analyst/Sr Analyst, Premium Ground Experience

American Airlines; Fort Worth, Northern (TX, KY); Hybrid; USD 65,000 - 95,000; Full time

Job summary

American Airlines is seeking an Analyst/Sr Analyst for Premium Ground Experience Strategy in Fort Worth. The role drives the evolution of premium ground experience across lounges, lobby, boarding, and ground services.

You will be part of the Lounges & Premium Ground Experience team within the Product & Design group of the Customer Experience organization, collaborating with multiple teams to deliver a cohesive guest experience.

Qualifications

• Bachelor’s degree
• 2+ years of related experience
• Proficient in Microsoft Office

Responsibilities

• Build a strong understanding of opportunity areas in this space and curate customer propositions that align with strategies.
• Develop and implement viable go‑to‑market plans and leverage data to drive performance.
• Champion brand standards, hospitality, and the strategic proposition for American across check‑in, boarding, and ground services.
• Define and gather insights (e.g., Customer Satisfaction Surveys) and synthesize results with recommendations.
• Build cross‑functional relationships and collaborate with design, financials, IT, and other stakeholder groups.

Education

Bachelor’s degree

Bachelor’s degree in hospitality, business

Tools

Microsoft Office

Job description

Analyst/Sr Analyst, Premium Ground Experience

Posting Start Date: 10/13/26

Location:DFW Headquarters Building 8 (DFW-SV08)

Cities:Fort Worth - TX

Requisition ID:88842

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

The Analyst/Sr. Analyst, Premium Ground Experience Strategy role will drive the evolution of American’s premium ground experience vision – one that is convenient, consistent and connected across American’s Customer Experience touchpoints within the Airport. These include our lounges, the airport lobby, boarding, and high-touch ground services.

This role is part of the Lounges & Premium Ground Experience team, as part of the Product & Design group within the Customer Experience organization.

What you'll do

• Build a strong understanding and awareness of impactful opportunity areas in this competitive space. Curate customer propositions that align with strategies, develop and implement viable go‑to‑market plans, and leverage data to drive desired performance
• Champion our holistic north star in terms of brand standards, hospitality and the overall strategic proposition for American. Key areas include: differentiated check‑in, customer boarding experience, and ground services
• Project‑manage ad‑hoc projects and initiatives that map to and align with broader Customer Experience plans. Add definition and broad oversight to undefined projects
• As part of a data‑driven organization, this role will define and gather insights (i.e. Customer Satisfaction Surveys) and regularly synthesize results with recommendations
• Build and maintain strong, cross‑functional relationships. Collaborate with peers responsible for the design/development, commercials/financials of these key areas. Shape our Customer Experience strategy across Airport touchpoints by partnering with key stakeholders groups including: Customer Experience, Corporate Real Estate, Finance, Loyalty, IT, and Premium Guest Services

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience

• Bachelor’s degree
• 2+ years of related experience
• Proficient in Microsoft Office

Preferred Qualifications – Education & Prior Job Experience

• Bachelor’s degree in hospitality, business
• Experience in: hospitality, customer experience, F&B

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.