1+ months

Analyst/Senior Analyst, Customer Experience Analytics

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 35472 


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 Customer Experience Reporting and Analytics Team within the Customer Experience Innovation and Delivery (CEID) Division.
  • Responsible for providing data and analytics support to the CEID division.
What you'll do
  • Supports strategic direction for CEID through measurement and analysis of key performance metrics
  • Performs complex quantitative analysis on a wide range of Customer Experience subject areas to identify insights, and support policy and procedure decision making
  • Produces standard reports and support high-value analysis aimed at better understanding our customers and policies to improve the overall customer service experience and bottom line revenue
  • Participates in the development of an overall analytics plan for the company and lead highly visible projects across multiple departments to support the plan
  • Acts as an owner of at least one Customer Experience data subject area, serving as the main contact point for data requests, metadata, and statistical analyses
  • Serves as the liaison between Mosaic and CEID developing new data sources and overseeing enhancements to existing databases
  • Works with business partners to help define KPIs and data sources for newly developed policies and products
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelors degree or equivalent experience/training
  • 2 years of experience with data extraction, manipulation and analysis from relational databases
  • Experience with data extraction tools and methods (SQL, SAS, Python R, etc.)
  • Experience using internal data warehouse's (e.g. Mosaic and Orion) for data extraction, analysis, and reporting

Preferred Qualifications- Education & Prior Job Experience

  • ​Masters degree
  • Advanced knowledge of Microsoft Excel and Tableau
  • Experience developing solutions on a Big Data platform utilizing tools such as Hue, Impala, Kylo, and ZoomData
  • Experience in one or more of the following programming languages – SAS, Python, R, along with associated development environments (e.g. R-Studio, JupyterHub, etc.)
  • INFORMS Certified Analytics Professional

Skills, Licenses & Certifications

  • Strong project management skills, including experience managing projects across departments
  • Proficient with Microsoft Office applications to include MS Excel, Access and PowerPoint
  • Advanced aptitude in problem-solving, including the ability to logically structure an appropriate analytical framework
  • Excellent leadership and teamwork skills with proven ability to work effectively in a variety of situations
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: 35472 


Posted: 2019-12-10 Expires: 2020-01-30

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Analyst/Senior Analyst, Customer Experience Analytics

American Airlines
Fort Worth, TX 76102

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