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Analyst/Senior Analyst, Customer Research

Date: Nov 21, 2018

Location: Ft Worth, TX, US

Req ID: 24545

Location: AA Headquarters 2 (DFW-HDQ2) 
Additional Locations: None
Requisition ID: 24545 


Join us for a career with endless possibilities.

Looking for a job where a passion for innovation, a culture of teamwork, and opportunities for growth are valued and rewarded? You’ve come to the right place.


You don’t have to be an airline aficionado to join American Airlines. It takes more than cool planes to keep us ahead of the curve, and thanks to our team of behind the scenes professionals, we do just that. As the largest airline in the world, American Airlines is in the business of serving the global travel needs of our customers. At the core of the Company is our commitment to each customer and each employee. We are dedicated to developing and delivering what our customers value and are willing to pay for. Customer-centric planning, innovative marketing, and an exceptional customer experience are supported by a cadre of talented people.


What does it take to join us? We’re glad you asked! We expect exceptional skills in your discipline and a dedication to being the best as we relentlessly pursue our goal of being not just the largest airline in the world, but also the best airline in the world.


Fortunately, we’re building on almost a century of innovation and firsts in our industry – and we plan to continue that tradition of excellence.

About The Job

This job is a member of the Marketing & Loyalty Team within the Marketing & Loyalty Division. This position will be responsible for providing actionable and timely insights through custom and syndicated research. This involves working with internal clients in determining research needs, establishing research objectives, selecting the best methodological approach, implementing the project, performing data analysis and report construction.  This job will involve breaking down corporate silos, by sharing relevant information across various departments (not just specific requestors).  This job may require up to 20% travel.


Specifically, you’ll do the following:

  • Customer Satisfaction Tracking Research
    • Analyzing Customer Satisfaction Tracking Data
    • Providing updates regarding customer satisfaction trends
    • Creating dashboards and analytical reports
    • Providing key insights and recommendations, to present to leadership/internal clients
  • Ad-Hoc Research
    • Conducts ad-hoc analyses to answer various business questions
    • Designs and implements ad hoc research projects to meet the needs of internal clients; this may encompass creating, launching and analyzing online surveys, airport intercepts, usability studies and/or focus groups
    • Selects and manages research vendors
  • Voice of the Customer
    • Moderates focus groups, one-on-one sessions and in-person interviews with customers and/or employees
    • Develops long-term vision and application for a VOC program for American
    • Integrates multiple sources of customer insight (quant/qual, social, complaints, etc.) to present a holistic view


Required Qualifications

  • ​​Bachelor's degree
  • Ability to synthesize complex data from a variety of sources into a succinct format and concisely present findings to executive level audience
  • Extremely organized and detail-oriented, with the ability to manage multiple projects and quickly react to changing business needs while meeting firm deadlines
  • Self-motivator who can work independently, as well as in a team environment
  • Client-service attitude with excellent interpersonal skills
  • Experience using SPSS statistical software, online survey software, Voice of the Customer or Enterprise
  • Skilled in Microsoft Office software (e.g., Word, Excel, Access, PowerPoint)


Preferred Qualifications

  • ​​​​​Master’s degree in Marketing, Marketing Research or social sciences
  • Feedback Management systems/platforms desired
  • Moderator experience preferred

Additional Locations: None
Requisition ID: 24545 

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

Job Segment: Data Analyst, Market Research, Data, Marketing