4 days old

Analyst, Business Performance

American Airlines
Phoenix, AZ 85003

Location: McClelland Flight Ctr (PHX-FTC1) 
Additional Locations: None
Requisition ID: 32207 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers.  At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people. 


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Customer Care Team within the Customer Experience Division. Responsible for providing planning, analytical, and strategic support to Service Recovery (i.e. Customer Relations, Central Baggage Resolution) including developing, managing, and reporting metrics that enhance actionable performance awareness throughout Service Recovery.


Specifically, you’ll do the following:

  • Performs analytical/statistical interpretation of internal Service Recovery data, prepares reports for distribution/presentation to various levels of management
  • Supports strategic direction for Service Recovery through measurement and analysis of key performance metrics
  • Performs in-depth analysis to identify service delivery gaps and concept process improvements
  • Acts as an owner of department performance data, serving as point-of-contact for data requests and analyses
  • Maintains/reports operational and customer-focused metrics including productivity metrics at regular and ad hoc intervals as needed
  • Drives workflow design optimization and processes change discussions based on statistical analysis
  • Actively pursues Continuous Improvement initiatives
  • Supports internal staffing and headcount models to cover specialty topics within Service Recovery operation
  • Provides analyses and promotes understanding of Service Recovery budgets and trends
About The Job (Continued)
  • Develops information systems to report KPI to ensure that managers can measure, monitor, and continuously improve performance
  • Works with Service Recovery leadership and representatives to improve data collection accuracy
  • Presents research findings to leadership as needed
  • Ad-Hoc reporting
  • Ability to travel on company business as necessary
  • Ability to work outside of normal business hours as necessary

Required Qualifications

  • Bachelor's degree or equivalent experience/training
  • Experience performing complex data analysis, statistical analysis and/or data modelling
  • Experience building and running queries; loading and extracting data to/from DB tables, employing various applications for analysis and reporting (SQL, SAS, Access, Tableau, IBM Cognos, VBA, SSIS)
  • MicroSoft Office to include Word, Excel, Outlook and PowerPoint
  • Excellent communication (written, oral, and presentation) with ability to make complex concepts accessible to any audience
  • Strong project management skills, including experience with multiple projects concurrently
  • Strong teamwork/leadership skills with ability to take initiative and work effectively in demanding situations
  • Ability to lead large cross-functional initiatives with minimum guidance


Preferred Qualifications

  • Master's degree
  • Advanced Microsoft Excel skills

Additional Locations: None
Requisition ID: 32207 


Posted: 2019-08-14 Expires: 2019-09-13

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Analyst, Business Performance

American Airlines
Phoenix, AZ 85003

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