17 days old

Principal, Customer Loyalty & Insights Strategic Planning

American Airlines
Fort Worth, TX 76102

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 36903 


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

The velocity of change within the airline loyalty program space is at an ever higher pace as the industry increases its understanding of how their programs contribute to ongoing margin expansion. This position will be responsible for looking across all the groups in the organization to understand how our various programs contribute to customer loyalty and margin expansion and for the bigger possibilities to create longer term value through the AAdvantage program.  

This job is a member of the Customer Loyalty and Insights Team within the Customer Experience Division.  This position will report to the Vice-President of Customer Loyalty and Insights and will be responsible for Program-wide strategy development. This person will work as an individual contributor with no direct reports, but will carry the responsibility of influencing leaders across the loyalty, commercial, and customer experience organizations, in collaboration with AAdvantage leadership, of the opportunities and areas for further collaboration and problem solving to deepen customer loyalty.

What you'll do
  • Complete and coordinate analysis and research of the bigger possibilities to create value through the AAdvantage program for our customers and shareholders.  This may include strategy evolution and/or engagement with AAdvantage teams to tactically deepen customer engagement and loyalty to American Airlines leading to margin expansion.
  • Research trends in the loyalty, form of payment, data analytics, technology space
  • Collaborate with the broader organization on industry and company trends that could impact the program or that the program could participate in
  • Ensure organization adapts to relevant trends
  • Identify key enabling partners in all aspects of the business like data analytics and research tools, personalization, unsecured lenders as a supplement to co-brand issuers, etc.
  • Some travel may be required
All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • Bachelor’s degree in marketing, strategy or related subject, or equivalent experience/training


Preferred Qualifications- Education & Prior Job Experience

  • MBA
  • 5 years of experience in strategy, customer loyalty, or customer experience
  • Prior experience with customer-led decision-making


Skills, Licenses & Certifications

  • Demonstrated leadership experience and ability to influence leaders at all levels across the organization
  • Aptitude for analyzing data for trends and insights and using data and research to identify opportunities
  • Curious-minded and an effective storyteller
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: 36903 


Posted: 2020-02-04 Expires: 2020-03-05

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Principal, Customer Loyalty & Insights Strategic Planning

American Airlines
Fort Worth, TX 76102

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