27 days old

Analyst/Senior Analyst, Digital Analytics and Reporting

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 40000 


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

  • ​This job is a member of the Digital Customer Experience within the Customer Division.
  • ​Responsible for understanding the "story" behind the numbers and prepare materials to share those stories across the Digital Customer Experience team, across other functions, and to senior leadership. The analyst will be single point of contact for analysis during a project’s life cycle, interfacing with IT, management, Project Owners, and key stakeholders.

What you'll do

  • ​Develop and deliver online channel analysis and insights with actionable recommendations that drive strategic and tactical decisions related to web optimization and overall online channel strategy
  • Report and analyze Key Performance Indicators (KPIs) and other key metrics for the direct online channels
  • Evaluate the impact of website functionality changes in real-time as they are released to ensure revenue, operational functions, or the overall user experience are not adversely affected
  • Work with Digital Strategy and Product Owners to set KPIs for key initiatives and create business requirements for new data elements to ensure sufficient analytics are in place to measure success
  • Study the shift to mobile technologies and their effect on both web design and customer behavior
  • Perform multi-channel analysis to understand the role and success of digital in the context of the system (digital, kiosk, agency, reservations, etc)
  • Define best practice approaches for analyzing user behavior on the online channels, for configuring web analytics technology, and for interpreting data
  • Define scope of projects by mining offline data sources, requiring writing ad hoc SQL queries by determining output variables, joining and nesting different data sets, and formulating search criteria
  • Evaluate potential benefits of new projects, verify assumptions in the proposal, and organize analysis to justify projects with Strategy and ultimately Finance
  • Create real-time dashboards for initial monitoring of projects, facilitating immediate analytics to executive stakeholders 
  • Participate in business intelligence activities to ensure necessary data is captured; validate data and ensure reliability of online and offline data sources in the process
  • Conduct quality assurance checks and data validation, identify data collection issues and gaps, recommend and implement fixes
  • Analyze consumer feedback to identify new opportunities and translate insights into actionable plans and recommendations
  • Consult with and advise management on customer trend data; develop business cases or provide other justification as a means to influence organizational leaders
  • Develop reporting to summarize performance data extracted from disparate data sources (Teradata, Hadoop, Digital Analytics, Voice of Customer, etc)
  • Track, review, and improve online conversion in collaboration with Marketing, Loyalty, and other groups with the objective of optimizing campaign profitability and success.Recommend ideas for future campaigns
  • Perform duties of Analytics administrator including SAINT classifications, manage shared dashboards, and design custom segments to identify trends in visitor profiles

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor's degree in Statistics, Business, Engineering, Mathematics, Economics or equivalent experience/training
  • 2 years experience in an analytical business field such as Revenue Management, Marketing, Planning, or Scheduling
  • Experience as part of a cross-functional team putting forth recommendations and refining project scope
  • Experience in transforming raw data into meaningful information to discern and identify trends from data

Preferred Qualifications- Education & Prior Job Experience

  • Web and travel/airline experience
  • Experience with web analytics applications (Site Catalyst/Omniture/Adobe Analytics, Core Metrics, Tealeaf, Google Analytics, etc.)
  • Experience with e-commerce or marketing/financial analysis
  • Experience creating and analyzing A/B and multivariate tests

Skills, Licenses & Certifications

  • Knowledge of Microsoft Office software (e.g. Word, Excel, Outlook, PowerPoint)
  • Knowledge of database query experience (SQL, SAS, Oracle, Cloudera, Impala, Tableau)
  • Ability to be analytical, including application of quantitative reasoning to resolve complex problems, knowing when to aggregate results vs showing trends, defining appropriate comparison periods, and properly controlling for external variables
  • Ability to communicate effectively within a cross functional team
  • Ability to bring data into the conversation, tailor their analysis output to their audience, and translate stakeholder goals into measurable metrics
  • Ability to work independently, work additional hours when necessary, and perform effectively under pressure
  • Ability to be detail-oriented and self-motivated
  • Ability to handle multiple responsibilities/projects on strict deadlines with minimal supervision/direction
  • Ability to negotiate project priorities with several internal clients
  • Ability to time management
  • Knowledge of marketing theories and general eCommerce practices

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: 40000 


Posted: 2020-12-24 Expires: 2021-01-23

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Analyst/Senior Analyst, Digital Analytics and Reporting

American Airlines
Fort Worth, TX 76102

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