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Sr Manager, Customer Journey Insights (Fort Worth, TX, US)

American Airlines • Sr Manager, Customer Journey Insights (Fort Worth, TX, US) • 2w ago

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

This job is part of the Customer Experience Analytics Team within the Customer Experience Organization.
This team contributes to the airline’s long-term profitability through measurement of both physical and digital customer experience by working with CX product teams, airport teams, operations research, loyalty, and cross functional senior leaders to help drive customer preference for American. The team focuses on action-oriented recommendations, enhanced customer understanding, and effective coordination, execution, and measurement of cross-functional initiatives that will benefit the customer experience journey and ultimately, profitability.

What you'll do

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

Identify, explore, and pursue opportunities to improve the customer experience across the customer journey, both on AA and our partners, to create a convenient, consistent and connected experience for customers.
Advocate for appropriate prioritization of initiatives that remedy customer and team member facing product deficiencies and improve overall customer experience
Drives a customer-centric vision that embeds customer insights into business strategy and process, further integrating voice of the customer insights into American’s decision-making processes
Partners with customer research and insights teams to develop insights related to different parts of the travel journey, partners with key internal stakeholders to enact changes, and measures impacts
Continually monitors and advances programs and tools including benchmarking objectives
Works with insights analysts to oversee journey improvements throughout the travel experience
Interprets data from a variety of sources and makes actionable recommendations that align with CX priorities
Collaborate with internal and external stakeholders including Customer Experience, Commercial Planning and Analysis, Revenue Management and Loyalty, Partnerships and Retailing, Reservations and Service Recovery, Inflight and Premium Guest Services, Airport Operations, and Finance, as well as our oneworld alliance and strategic partners.
Contribute to and drive forward a thriving team culture exemplified by personal integrity and accountability, respect and inclusiveness, collaboration, adaptability, positivity, and care for others.

All you'll need for success

Minimum Qualifications – Education & Prior Job Experience

Bachelor's degree in a relevant field, or equivalent experience
7 years of work experience

Preferred Qualifications – Education & Prior Job Experience

Master's degree in a business-related discipline
3 years’ experience directly or indirectly leading teams with significant enterprise responsibility

Skills, Licenses & Certifications

Effective verbal and written communication skills, with ability to tailor to a variety of audiences
Ability to quickly draw conclusions from data and effectively influence outcomes with senior leaders
Proven capability to guide a project from its conceptualization to successful implementation
Influence team members to display flexibility and adaptability in dynamic environment
Intelligent risk-taker, innovative, entrepreneurial
Advanced proficiency in Microsoft Office, particularly Excel, PowerPoint, SharePoint, and workflows
Willingness to travel and have flexible work hours

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.

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