Senior Manager, Customer Analytics & AI Insights

American Airlines; Fort Worth (TX); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Travel perks

Health benefits

Wellness programs

401(k)

Employee discounts

Job summary

American Airlines in Fort Worth seeks a Manager, Customer Science (Customer Analytics) to lead a team of analysts and data scientists delivering data-driven insights that shape customer strategy across Loyalty, Marketing, Revenue Management, and IT.

You will develop strategic customer segmentations, build analytical frameworks for customer behavior and value, and champion Gen AI adoption to unlock growth. You’ll mentor talent, foster an inclusive culture, and partner with senior leadership.

Qualifications

• Bachelor’s degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience.
• 5 years of experience in the customer analytics space, including data science, data management, customer engagement, customer insights, and ML/AI

Responsibilities

• Develop strategic customer segmentations for our commercial strategy.
• Enhance segmentation to inform long-term commercial strategy.
• Develop analytical frameworks to understand customer behavior, their value and retention drivers.
• Lead the design, development and implementation of advanced analytics insights and solutions that generate customer value and growth.
• Champion the introduction of customer frameworks and customer data into strategic commercial projects.
• Champion the adoption and correct implementation of Gen AI and Agentic AI tools and techniques that leverage customer data in the revenue organization.
• Identify key data opportunities to enhance customer segmentation and inform data strategy teams to prioritize its generation, adoption, curation and literacy.
• Develop and communicate customer segmentation best practices with the broader commercial organization.
• Provide the strategic leadership, collaborative coordination, and creative problem solving to mentor and manage a successful team.
• Ensure continuous upskilling and provide development opportunities for talent in the organization, and be always recruiting future leaders for the organization.
• Contribute to and drive forward a thriving team culture exemplified by personal integrity and accountability, respect and inclusiveness, collaboration, adaptability, positivity, and care for others

Skills

Data analytics

Machine learning

Leadership

Communication

Gen AI adoption

Team mentorship

Education

Bachelor’s degree in Finance

Bachelor’s degree in Data Analytics

Statistics

Advanced degree

Tools

SQL

Python

ML frameworks

Job description

American Airlines in Fort Worth seeks a Manager, Customer Science (Customer Analytics) to lead a team of analysts and data scientists delivering data-driven insights that shape customer strategy across Loyalty, Marketing, Revenue Management, and IT.

You will develop strategic customer segmentations, build analytical frameworks for customer behavior and value, and champion Gen AI adoption to unlock growth. You’ll mentor talent, foster an inclusive culture, and partner with senior leadership.