1+ months

Analyst/Senior Analyst, Contact Center - Continuous Improvement

American Airlines
Dallas, TX 75201

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 54768 


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

  • T​his job is a member of the Contact Center planning, analysis and operations team within the Customer Experience Division and is at the epicenter of all Customer Experience strategic initiatives
  • Responsible for supporting contact center leadership and operationally focused teams to understand and improve the customer journey and contact center processes
  • You will work cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance and Loyalty, among others.

What you'll do

  • Facilitate lean six sigma and continuous improvement projects along with identifying process improvement opportunities
  • Oversee concurrent, diverse, and time-sensitive improvement projects from inception to completion in various areas, including, but not limited to, domestic reservations, international reservations, and service recovery
  • Work collaboratively with cross-functional groups to create comprehensive strategies and solutions
  • Works closely with all levels of contact center personnel to provide support, evaluate changes, and achieve buy in to processes and practices
  • Derive business recommendations from “voice of the customer” feedback (including but not limited to: survey data, Customer Relations complaints, Social Media, call listening efforts, observations, etc.) to improve American’s end-to-end customer experience
  • Uses qualitative and quantitative observations/data to develop information, evaluate key performance indicators to  drive solutions to root causes
  • Uses advanced data analysis to support and justify projects and proposals
  • Collaborates across many work groups to ensure all changes are sustainable
  • Collaborate to create innovative products and services that improve our customers’ journey
  • Understanding of lean six sigma methodology and drives continuous improvement thinking at American Airlines
  • Ability to travel as needed (up to 20%)

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor’s degree and 3 years work experience in industrial engineering or equivalent experience/training
  • Experience working with and presenting to senior leadership


Preferred Qualifications- Education & Prior Job Experience

  • Experience working with union or frontline level employees
  • Basic airline operations or contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations
  • Experience developing and tracking customer journey enhancements


Skills, Licenses & Certifications

  • Lean Six Sigma / Green Belt Certification
  • Strong statistical analysis, data modelling, and presentation development and delivery skills
  • Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
  • Knowledge of Microsoft Office software, including Excel, Word, PowerPoint and Visio
  • Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
  • Ability to work effectively, meet deadlines, and shift priorities appropriately in a fast-paced, dynamic work environment with great attention to detail
  • Ability to effectively communicate both verbally and written with all levels within the organization

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+ Employee 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.

Additional Locations: None
Requisition ID: 54768 


Posted: 2022-02-08 Expires: 2022-07-03
Sponsored by:
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Analyst/Senior Analyst, Contact Center - Continuous Improvement

American Airlines
Dallas, TX 75201

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