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Senior Analyst Customer Insight Strategy

Date: Feb 25, 2017

Location: Ft Worth, TX, US

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Location: AA Headquarters 2 (DFW-HDQ2) 
Additional Locations: None
Requisition ID: 4048 

Job Description

The Senior Analyst of Customer Insight Strategy will be responsible for identifying and executing strategic projects that generate actionable customer insights for business units across the company.


Primary Responsibilities:

  • Promote personalized engagement and targeting efforts by utilizing all aspects of customer data, including customer segmentation, demographic and transactional data, as well as a customer’s historical engagement and operational experience profile
  • Apply advanced analytics to answer questions relevant to the business. Assist in identifying which analytical tools should be used to answer different types of questions
  • Collaborate with multiple departments, including Loyalty, Marketing, Revenue Management, IT, Operations Research and customer-facing workgroups to identify opportunities to make customer data more accessible and to help apply customer insights for better decision-making
  • Analyze and report on campaign results and explore opportunities for improved targeting efforts
  • Consolidate customer insights from a variety of sources (e.g. transactional data, surveys, inbound calls, campaign responses, service issues, etc.) to provide a more comprehensive and consistent view of the customer
  • Present findings of research and analysis to all key stakeholders

Job Qualifications

  • BA/BS required.  MBA/MS preferred
  • Advanced proficiency in MS Excel and PowerPoint
  • Proficiency in SQL preferred
  • Excellent problem solving and analytical skills
  • Excellent written and verbal presentation and communication skills
  • Experience in Tableau and R a plus
  • Ability to move projects forward without deadlines as well as effectively work under tight time constraints as needed
  • Ability to work cross-functionally and effectively communicate and work with diverse business groups
  • Ability to perform customer data analysis using complex data sets
  • Understanding of customer data and customer interactions specific to the airline as well as customer experience management best practices across industries

Additional Locations: None
Requisition ID: 4048 

Nearest Major Market: Fort Worth
Nearest Secondary Market: Dallas

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