Analyst​/Sr Analyst, Customer Experience Planning

Analyst/ Sr Analyst, Customer Experience Planning

Posting

Start Date:

7/1/26

Location:

DFW Headquarters Building 8 (DFW-SV08)

Job Title:

Analyst/ Sr Analyst, Customer Experience Planning

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.

• The position is part of the Customer Experience Division and supports the development and execution of strategic initiatives that enhance the airline’s customer experience.
• This role is responsible for analyzing performance metrics, synthesizing customer insights, and supporting cross-functional planning efforts.

This list is intended to reflect the current job but there may be additional essential functions that are not referenced. Management may modify the job or require other tasks to be performed whenever it is deemed appropriate, observing any legal obligations, including collective bargaining obligations.

• Analyze customer experience performance metrics and operational data to identify trends, gaps, and opportunities.
• Assist in the development of customer experience strategies by providing data-driven insights and supporting strategic planning activities.
• Maintain and update CX initiative roadmaps, tracking progress and dependencies across teams.
• Monitor and analyze CX metrics (e.g., NPS, CSAT, CES), customer feedback, and operational and financial data to ensure initiatives are progressing as intended.
• Build and maintain dashboards and reports to monitor CX performance and communicate findings to internal stakeholders.
• Support the creation of presentation materials for senior leadership, including visualizations and summaries of key findings.

• Bachelor’s degree in Business, Analytics, Aviation, or a related field.
• 3 years of experience in data analysis, customer experience, strategy, or a related discipline.

• Experience in the airline, travel, or hospitality industry.
• Familiarity with customer experience measurement tools (e.g., NPS, CSAT).
• Working knowledge of data visualization tools such as Tableau or Power BI.
• Experience with SQL or other data querying languages.

• Proficiency in Microsoft Excel and PowerPoint.
• Strong analytical and problem-solving skills with the ability to interpret complex data sets.
• Excellent written and verbal communication skills.
• Analytical thinking and attention to detail.
• Demonstrated ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Strong interpersonal and collaboration skills.
• Ability to translate data into actionable insights.
• Project management capabilities.

• Travel Perks:
  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.
• Wellness Programs:
  Programs provide tools, resources and support to help employees maintain health and wellness.
• 401(k) Program:
  Available upon hire with employer contributions after one year.
• Additional Benefits:
  Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.

Inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups help employees reach their potential and create an inclusive work environment.

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business.