Analyst​/Sr Analyst, Customer Journey Insights

What You’ll Do

This list reflects the current job but may be modified as appropriate.

• Analyze customer feedback and behavioral data, research industry and competitive trends, and turn the insights into actions that will improve the customer experience, generate deeper customer loyalty, and strengthen profitability.
• Synthesize insights across multiple data sources and initiatives to identify broader themes and inform strategic decision-making.
• Establish and refine frameworks for measuring customer experience performance, ensuring consistency and clarity in how success is defined and tracked.
• Develop clear, executive‑ready materials that communicate key findings, business implications, and recommended actions.
• Align teams around commercial strategies, key objectives, and success metrics, maintaining clear communications across teams, and ensuring cross‑functional actions are completed.
• Assist with overall commercial initiative roadmaps, actively tracking outcomes, and influencing the creation of objectives and key results (OKRs) and milestones.
• Build relationships with counterparts across the company, including (but not limited to) Customer Experience, Commercial Planning and Analysis, Revenue Management and Loyalty, Partnerships and Retailing, Reservations and Service Recovery, Inflight and Premium Guest Services, Airport Operations, and Joint Business partners.

• Bachelor’s Degree or equivalent experience/training.
• 3 years of relevant work experience.

• Master’s Degree with coursework/experience in a relevant discipline.
• Prior experience in Technology, Consulting, Data Analytics, or Economics‑related field, preferably in Commercial Aviation.

• Ability to effectively communicate both verbally and in writing to a variety of audiences.
• Ability to effectively analyze information and concisely present findings and strategies to leaders.
• Ability to quickly absorb technical concepts and communicate them to a non‑technical audience.
• Demonstrated ability to develop and adhere to timelines and manage projects with minimal supervision.
• Must be well‑organized and detail‑oriented.
• Display flexibility and adaptability in a team‑oriented, dynamic environment.
• Advanced proficiency in Microsoft Office, particularly Excel and PowerPoint.

• 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:
  
  Access to health, dental, prescription and vision benefits, virtual doctor visits, flexible spending accounts and more.
• Wellness Programs:
  Provide tools, resources and support for your well‑being.
• 401(k) Program:
  Available upon hire and employer contributions after one year.
• Additional Benefits:
  Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more.