Analyst, Digital Analytics & Customer Research

American Airlines Group - Dallas, TX

Full-time - Entry Level

Dallas, TX

Air Transportation

About the position

The Analyst, Digital Analytics & Customer Research position at American Airlines is a key role within the Customer Experience Analytics organization. This position focuses on providing actionable insights through custom and syndicated research, primarily responsible for project-based assignments that require strong analytical skills and the ability to present information clearly. The role involves working with internal clients to determine research needs, implementing large-scale research projects, and analyzing data to support customer satisfaction and journey analytics.

Responsibilities

• Provide updates on customer satisfaction trends and drivers of Net Promoter Score (NPS).
• Create dashboards and analytical reports with insights and recommendations for leadership/internal clients.
• Conduct ad-hoc analyses to address various business questions.
• Design and implement ad hoc research projects to meet internal client needs, including online surveys and focus groups.
• Moderate focus groups, one-on-one sessions, and in-person interviews with customers and employees.
• Develop a long-term vision for a Voice of the Customer (VOC) and Customer Journey Analytics program.
• Integrate multiple sources of customer interaction to present a holistic view of customer experience.
• Select and manage research vendors to align with the holistic strategy.
• Share relevant information across various departments to break down corporate silos.

Requirements

• Bachelor's or Master's degree in Business Analytics, Industrial Engineering, Market Research, Customer Insights, Marketing, or similar fields.
• 1 year of work experience in an analytical field such as Business, Engineering, Mathematics, Economics, Revenue Management, Network Planning, Sales Strategy, or Customer Insights.
• Experience using SPSS statistical software and online survey software, including Medallia and Qualtrics.
• Skilled in Microsoft Office software (Word, Excel, Access, PowerPoint).

Nice-to-haves

• Master's degree in Business Analytics, Industrial Engineering, Market Research, Customer Insights, Marketing, or similar fields.
• Experience with feedback management systems/platforms.
• Moderator experience.

Benefits

• Travel perks for employees and their families to explore 365 destinations.
• Health benefits including dental, vision, and prescription coverage from day one.
• Access to wellness programs for personal development.
• 401(k) program with employer contributions after one year.
• Employee Assistance Program, pet insurance, and discounts on hotels, cars, and cruises.