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Analyst/Senior Analyst, Contact Center - Continuous Improvement

Analyst/Senior Analyst, Contact Center - Continuous Improvement

Date:  May 10, 2022

Location: DFW Headquarters Building 8 (DFW-SV08) 
Additional Locations: None
Requisition ID: 54768 


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!

Why you'll love this job

  • T​his job is a member of the Contact Center planning, analysis and operations team within the Customer Experience Division and is at the epicenter of all Customer Experience strategic initiatives
  • Responsible for supporting contact center leadership and operationally focused teams to understand and improve the customer journey and contact center processes
  • You will work cross-functionally with all groups within the Customer Experience organization, including Customer Experience Innovation and Delivery, Reservations, Service Recovery, and Contact Center Technology, as well as with Finance and Loyalty, among others.

What you'll do

  • Oversee concurrent, diverse and time-sensitive improvement projects from inception to completion in various areas, including, but not limited to, domestic reservations, international reservations, and service recovery
  • Leverage knowledge of continuous improvement tools and methodologies to drive process improvement
  • Work collaboratively with cross-functional groups to create comprehensive strategies and solutions
  • Uses advanced data analysis to support and justify projects and proposals
  • Ability to travel as needed (up to 20%)
  • Map the contact center customer journey experience
  • Identify optimal opportunities for key improvements in the customer experience
  • Derive business recommendations from “voice of the customer” feedback (including but not limited to: survey data, Customer Relations complaints, Social Media, call listening efforts, observations, etc.) to improve American’s end-to-end customer experience
  • Conduct cost benefit analyses to determine if those improvement opportunities are worthwhile
  • Work collaboratively to convince others those changes are needed
  • Help create innovative products and services that improve our customers’ journey

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

  • ​Undergraduate degree in relevant field or equivalent experience/training
  • 3 years work experience, preferably in industrial engineering, operations, customer journey work, marketing, sales, contact center experience, or related airline field
  • Experience working with and presenting to senior leadership


Preferred Qualifications- Education & Prior Job Experience

  • Basic airline operations or contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations
  • Experience developing and tracking customer journey enhancements


Skills, Licenses & Certifications

  • Lean Six Sigma
  • Strong statistical analysis, data modeling, and presentation development and delivery skills
  • Strategic mindset with a demonstrated aptitude for understanding the business, working with data, and solving problems creatively
  • Advanced experience with Excel and PowerPoint presentation development
  • Self-motivated individual with a high personal standard of excellence who can work independently to drive for results
  • Excellent organizational and planning skills

What you'll get

Feel free to take advantage of all that American Airlines has to offer: 

  • Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
  • Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more. 
  • Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
  • 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
  • Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more

Feel Free to be yourself at American

From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Employee Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.

Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.

Additional Locations: None
Requisition ID: 54768 

Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Lean Six Sigma, Six Sigma, Statistics, Data Analyst, Data Modeler, Management, Data

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