Senior Manager, Customer Analytics

  • Anywhere

Dallas, TX

Location: DFW Headquarters Building 8 (DFW-SV08)

Additional Locations: None

Requisition ID: 66030


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 a member of the Customer Analytics and Data Science team within the Commercial Planning and Analysis Division.

+ Responsible for managing a group of analysts/data scientists who are well-versed in a variety of customer data and analytical techniques to provide meaningful data-driven customer insights to all areas of the company, including: Loyalty, Marketing, Revenue Management, Sales, Network Planning, all customer-facing work groups, and IT.

**What you’ll do**

+ Promotes the customer-centric view across the company by providing more accessible and actionable customer insights

+ Evaluates and pursues external partnership opportunities to enhance our customer knowledge and analytical capabilities

+ Consolidates customer insights from different sources (e.g., transaction data, survey, inbound calls, campaign responses, service issues, etc.) to provide a more comprehensive and consistent view of the customer

+ Develop and lead analytics on building deep understanding of customers, including customer segmentation, cohort behavior and churn

+ Lead the design, development and implementation of advanced analytics insights and solutions that generate customer value and growth for American

+ Brings new and advanced analytical methodologies to customer data, such as machine learning/artificial intelligence (ML/AI) modeling, ICC, Segmentation, Decision P&Ls, Retention models, and CLV (Customer Lifetime Value)

+ Define strategy and explore opportunities for further innovation in customer analytics for growth and its scalability

+ Provides the strategic leadership, collaborative coordination, and creative problem solving to mentor and manage a successful team

+ Ensure continuous upskilling and provide development opportunities for talent in the organization, and be always recruiting future leaders for the organization

+ 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

+ Develop standardized customer reporting and analytics to help democratize access to customer information and streamline insights delivery and self-service

**All you’ll need for success**

**Minimum Qualifications- Education & Prior Job** **Ex** **p** **erience**

+ Bachelor’s degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience; Advanced Degree preferred

+ 5 years of experience in the customer analytics space, including data science, data management, customer engagement, customer insights, and machine learning/artificial intelligence (ML/AI)

+ Experience in managing a team of data analysts/data scientists with advanced quantitative skills

**Preferred Qualifications- Education & Prior Job** **Ex** **p** **erience**

+ Strong understanding of airline economics

**Skills, Licenses &** **Certifications**

+ Ability to synthesize vast amounts of seemingly disparate data and translate into actionable insights

+ Ability to deliver clear and concise findings to a variety of audiences, including senior management, by integrating data from different sources

+ Ability to work effectively with multiple groups which have differing priorities

+ Understanding of customer data and customer interactions specific to the airline as well as customer behavior and customer experience management practices that are applicable to all industries

+ Ability to coach data analysts to improve their use of customer data and analytical techniques

**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: 66030

Discrimination and all unlawful harassment (including sexual harassment) in employment is not tolerated. We encourage success based on our individual merits and abilities without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. We support and obey laws that prohibit discrimination everywhere we do business. American Airlines, Inc fully considers all qualified applicants including those with a criminal history.

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