Analyst, Digital Analytics & Customer Research

American Airlines Group - Dallas, TX

Full-time - Entry Level

Dallas, TX

Air Transportation

About the position

The Analyst position in Digital Analytics & Customer Research at American Airlines is responsible for providing actionable insights through custom and syndicated research. This role involves collaborating with internal clients to determine research needs, establishing objectives, implementing large-scale research projects, performing data analysis, and developing reports. The Analyst will manage project-based assignments that require strong analytical skills, problem-solving abilities, and effective communication to present findings to leadership.

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 that 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

• Health insurance
• Dental insurance
• Flexible spending account
• Employee assistance program
• Vision insurance
• Pet insurance