10 days old

Analyst/Senior Analyst, LTR Customer Research

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 37011 


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 Research Team within the Customer Loyalty & Insights Division.  It is responsible for helping to drive AA’s strategy to improve AA’s Likelihood to Recommend (LTR) by understanding the drivers of LTR (customer insights), opportunities to improve LTR, and strategies to implement LTR-improvement efforts at American.  This involves working with internal clients, working across AA teams, understanding our customer satisfaction metrics, and implementing projects around customer focus. 

What you'll do
  • The Analyst position’s key roles and responsibilities will focus on driving American's LTR metric and insights.  This will involve work in four areas:
    • Customer Satisfaction Tracking Data
    • Provides updates regarding customer satisfaction trends
    • Creates dashboards and analytical reports, coupled with key insights and recommendations, to present to leadership/internal clients
    • Conducts ad-hoc analyses to answer various business questions
  • Voice of the Customer
    • Develops long-term vision and application for a VOC program for American
    • Integrates multiple sources of customer insight (quant/qual, social, complaints, etc.) to present a holistic view
    • Works to break down corporate silos, by sharing relevant information across various departments (not just specific requestors)
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • ​Bachelor's Degree or equivalent training/experience


Preferred Qualifications- Education & Prior Job Experience

  • Master’s degree in Marketing, Marketing Research or social sciences
  • Feedback management systems/platforms desired (e.g. SQL, Tableau)
  • Data analytics certification(s)
  • Experience working with NPS (Net Promoter Score) or LTR research


Skills, Licenses & Certifications

  • Ability to synthesize complex data from a variety of sources into a succinct format and concisely present findings to executive level audience
  • Presentation skills – ability to share sometimes complex data in straightforward ways
  • Extremely organized and detail-oriented, with the ability to manage multiple projects and quickly react to changing business needs while meeting firm deadlines
  • Self-motivator who can work independently, as well as in a team environment
  • Client-service attitude with excellent interpersonal skills
  • Experience using SPSS statistical software, online survey software (e.g. Qualtrics)
  • Skilled in Microsoft Office software tools (e.g., Word, Excel, Access, PowerPoint)
  • Ability to travel required
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: 37011 


Posted: 2020-02-12 Expires: 2020-03-13

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Analyst/Senior Analyst, LTR Customer Research

American Airlines
Fort Worth, TX 76102

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