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!

• This job is part of the Customer Experience Analytics Team within the Commercial Division.
• Leads a team responsible for providing best-in-class analytics across aa.com and mobile app. Works with different products and teams to understand business needs and provides data-backed insights into customer behavior to improve the experience on our digital assets. Collaborates with Product Management, Engineering, User Experience and other external stakeholders across AA, evangelizing data-informed decision making, supporting site enhancements, monitoring the website app for potential issues and analyzing visitor behavior supporting our OKRs.

This list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Leads a team that drives data insights, data analysis and data reporting for the Customer Experience Analytics department
• Works with different digital teams to create health monitoring dashboards and alerts for all products using tools like Adobe Analytics, Quantum Metric, and PowerBI
• Works with stakeholders within Customer Experience Analytics and outside to efficiently track and monitor the voice of customer on digital assets, drive insights and identify areas of opportunity
• Works closely with our Data Organization, and Data Engineering (DEAA) partners to drive long-term strategic investments and enhancements to the quality of our data assets
• Roadmaps our data enhancements & strategic data initiatives that further our insights and ability to “see” the entire customer journey through data
• Is the point person for utilizing and enhancing our web analytics platform (Adobe Analytics) and Quantum Metric and encouraging adoption of analytical tools through training sessions and office hours
• Helps connect the dots between clickstream data and data from other sources to drive deeper insights and analysis on customer behavior
• Designs and leads the Customer Experience Analytics Playbook, assigning roles and responsibilities when issues arise in cases of system / technology outages, create alerts and processes to ensure all relevant stakeholders are notified and lead recovery efforts when necessary; lead impact assessment post resolution
• Prepares updates for leadership team and stakeholder groups & help identify and track relevant OKRs
• Share best practices and develop systems knowledge to deliver new reports and enhance existing reports to meet business needs
• Leads reporting support for our Wi-Fi partnerships, tracking success of the product across our fleet and customer base

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in relevant field or equivalent experience/training
• 5 years experience in airline digital functions, Customer Experience Analytics functions, revenue management, strategy, product development, data analysis or financial analysis
• Experience in report and dashboard design and development

Preferred Qualifications- Education & Prior Job Experience

• Experience with Adobe Analytics and Quantum Metric
• Experience with Qualtrics
• Experience with Celebrus
• Experience with Mosaic, Teradata, and Databricks
• Familiarity with Azure Data Lake Storage (ADLS)
• Experience with PowerBI and/or Tableau
• Comfortable with SQL or Python

Skills, Licenses & Certifications

• Self-starter with passion to create data and insights to help monitor and improve the customer experience at different steps of the customer journey
• Ability to prioritize workload for self and the team
• Strong interpersonal and communication skills to be a data evangelist with product groups
• Strong analytical and quantitative problem-solving ability
• Ability to drive data strategy and data project roadmap for the department
• Ability to work cross functionally with partners in both business and technology
• Knowledge of Microsoft Office suite including Excel, Powerpoint, Outlook, Word and Teams

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

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.