Principal Guest Insights and Analytics

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Guided by our purpose, core values, and leadership principles, we are creating an airline people love. Our corporate teams set the strategies and operational plans to ensure the success of our company. Whether we use our expertise in accounting, human resources, finance, planning, legal, marketing, or any of our operational divisions, our shared passion for travel and our guests is what motivates us to achieve excellence each day.

If you share our passion for creating an airline people love, we want to hear from you.

The Principal Guest Insights & Analytics is the sole process expert in guest experience analytics. As an individual contributor, this role defines the long‑term strategy for the way guest experience data is leveraged, and helps the business utilize data and analytics to understand how operational and service performance shape the guest experience across every stage of travel. In this high‑visibility role, it will be critical to work with stakeholders across Air Group including Inflight, Guest Products, Operations, Call Centers, and eCommerce to connect guest insights with operational performance, provide ongoing understanding of key experience metrics, and collaborate across these teams to inform action plans and recommendations.

A successful candidate is proactive, curious, and skilled at engaging cross‑functional teams and leadership to find innovative ways to make a difference for our guests.

• Manages all aspects of Guest Experience data and all sources of quality data across AAG, ensuring accuracy, consistency, and accessibility of guest metrics across all reporting platforms.
• Own the Guest Performance Leadership (GPL) dashboard and analytics, providing senior leaders with data‑driven visibility into guest experience performance and contributing key insights and materials that inform monthly GPL discussions and decision‑making.
• Lead the Guest Insights & Analytics enterprise capability, connecting operational, digital, and service data with guest feedback to provide a holistic view of the guest journey and surface opportunities that drive measurable experience improvement.
• Represent Guest Insights & Analytics across the enterprise, building data fluency and advocating for the guest perspective in operational and strategic decision‑making.
• Build and evolve enterprise dashboards and reporting frameworks in partnership with the team Analyst—translating complex data into clear, actionable insights for senior leaders and divisional teams.
• Partner with the Global Guest Research Director to strengthen the Voice of the Customer (VoC) ecosystem, integrating quantitative and qualitative insights into a single, actionable view of the guest experience.
• Collaborate with the Journey Improvement Manager and Guest Experience Strategists to translate insights into prioritized actions, ensuring improvement and transformation efforts are informed by guest data.

• 7+ years of experience in customer experience analytics, business intelligence, or a related field connecting data to customer or operational outcomes.
• Bachelor’s degree (with a focus in Business, Analytics, Economics, Statistics, or a related field), or an additional two years of relevant training/experience in lieu of this degree.
• Proven ability to translate complex data into clear, actionable insights that inform business decisions and improve customer experience.
• Proficiency with data visualization and analytics tools (e.g., Tableau, Power BI, Alteryx, Databricks, Snowflake, SQL, Qualtrics, Excel).
• Demonstrated experience building dashboards, identifying key performance drivers, and synthesizing data into executive‑ready narratives and recommendations.
• Hands‑on experience conducting predictive and driver analytics (e.g., regression, correlation, key driver analysis) to forecast guest sentiment and identify performance trends.
• Strong understanding of quantitative methods and data storytelling techniques, including descriptive, diagnostic, and predictive analytics.
• Ability to integrate quantitative and…