Analyst​/Sr Analyst, Customer Experience Programs

Intro

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!

You will lead and oversee critical aspects of our customer experience and commercial initiatives. You will play a pivotal role in enhancing transparency, promoting prioritization, and ensuring efficient delivery across our portfolio. Your expertise will be instrumental in informing strategic decisions, driving the successful delivery of initiatives, and contributing to the overall advancement of our enterprise objectives. This position requires a dynamic individual who is a self-starter, action-focused, pragmatic, confident, analytical and extremely organized.

This person must have experience coordinating multiple efforts in a fast-paced environment.

• Responsible for increasing awareness and adoption of Commercial initiatives through stakeholder engagement, insight gathering, and analysis.
• You will support highly visible initiatives that improve the customer experience while driving measurable commercial performance outcomes.
• Plays a key role in driving change across the commercial portfolio by facilitating alignment, reinforcing standards, enabling adoption of new processes and tools, and ensuring consistent, transparent communication across stakeholders.
• This role is part of the Customer Experience organization.

• Develop and implement robust reporting mechanisms to enhance transparency in resource utilization, finances, and risks across the portfolio.
• Provide clear insights and analytics to facilitate data-driven decision-making at both the project and portfolio levels.
• Partners closely with Product Managers, Product Owners, and IT counterparts to provide monthly product support, including month‑end meetings, executive product summaries, portfolio dashboards, newsletters, and regular portfolio‑wide communications.
• Proactively identify, assess, and mitigate risks within the portfolio.
• Facilitate and support planning to ensure initiatives are well‑defined, prioritized, funded, and tracked in alignment with portfolio and enterprise goals.
• Act as a connector between product, finance, technology, and leadership to improve visibility, predictability, and decision‑making.
• Partner with Finance and product leaders to support budget alignment, forecasting, and initiative tracking.

• Bachelor's degree in Business Administration, Project Management, or related field.
• 3+ years of experience in project management

• Proficiency in Work Management Tools (e.g., Aha!, Azure Dev Ops)
• Knowledge of AA’s operations
• Knowledge of SharePoint and workflows
• Project Management Professional (PMP) certification or other related certifications
• Ability to utilize Microsoft Office Suite of programs

• Highly developed interpersonal skills demonstrated through experience developing and growing internal, external and cross-functional relationships
• Ability to influence peers, leaders and multiple stakeholders to drive results and meet timelines across multiple project and program initiatives
• Responsive and efficient with communications that allows for silos to be broken down
• Collaborative, solutions-focused, organized, true-to-deadlines, and adaptable to an ever-changing environment
• Strong communication skills both written and oral with ability to understand how to adjust communications to the audience
• Experienced and confident in managing multiple streams of work simultaneously
• Ability to manage competing priorities to effectively deliver results
• Experience with risk management and change management processes
• Must be well organized and detail oriented
• Flexible and adaptable to changing environment