Analyst/Sr Analyst, Customer Experience Programs (Fort Worth)

Intro

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

You will lead and oversee critical aspects of our customer experience and commercial initiatives. You will play a pivotal role in enhancing transparency, promoting prioritization, and ensuring efficient delivery across our portfolio. Your expertise will be instrumental in informing strategic decisions, driving the successful delivery of initiatives, and contributing to the overall advancement of our enterprise objectives.

This position requires a dynamic individual who is a self-starter, action-focused, pragmatic, confident, analytical and extremely organized. This person must have experience coordinating multiple efforts in a fast-paced environment.

• Responsible for increasing awareness and adoption of Commercial initiatives through stakeholder engagement, insight gathering, and analysis.
• You will support highly visible initiatives that improve the customer experience while driving measurable commercial performance outcomes.
• Plays a key role in driving change across the commercial portfolio by facilitating alignment, reinforcing standards, enabling adoption of new processes and tools, and ensuring consistent, transparent communication across stakeholders.
• This role is part of the Customer Experience organization.

What you'll do

• Develop and implement robust reporting mechanisms to enhance transparency in resource utilization, finances, and risks across the portfolio.
• Provide clear insights and analytics to facilitate data-driven decision-making at both the project and portfolio levels.
• Partners closely with Product Managers, Product Owners, and IT counterparts to provide monthly product support, including month‑end meetings, executive product summaries, portfolio dashboards, newsletters, and regular portfolio‑wide communications.
• Proactively identify, assess, and mitigate risks within the portfolio.
• Facilitate and support planning to ensure initiatives are well‑defined, prioritized, funded, and tracked in alignment with portfolio and enterprise goals.
• Act as a connector between product, finance, technology, and leadership to improve visibility, predictability, and decision‑making.
• Partner with Finance and product leaders to support budget alignment, forecasting, and initiative tracking.

All you'll need for success

Minimum Qualifications- Education & Prior Job Experience

• Bachelor's degree in Business Administration, Project Management, or related field.
• 3+ years of experience in project management

Preferred Qualifications- Education & Prior Job Experience

• Proficiency in Work Management Tools (e.g., Aha!, Azure DevOps)
• Knowledge of AA’s operations
• Knowledge of SharePoint and workflows
• Project Management Professional (PMP) certification or other related certifications
• Ability to utilize Microsoft Office Suite of programs

Skills, Licenses, & Certifications

• Highly developed interpersonal skills demonstrated through experience developing and growing internal, external and cross-functional relationships
• Ability to influence peers, leaders and multiple stakeholders to drive results and meet timelines across multiple project and program initiatives
• Responsive and efficient with communications that allows for silos to be broken down
• Collaborative, solutions-focused, organized, true-to-deadlines, and adaptable to an ever-changing environment
• Strong communication skills both written and oral with ability to understand how to adjust communications to the audience
• Experienced and confident in managing multiple streams of work simultaneously
• Ability to manage competing priorities to effectively deliver results
• Experience with risk management and change management processes
• Must be well organized and detail oriented
• Flexible and adaptable to changing environment

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.