Senior CX Programs Analyst & Insights Leader

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

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.