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4 months ago
American Airlines
Location: Texas, United States
Job type: Permanent
Sector: Airport
Category: Analyst Jobs
Provide planning and analytical support for all Service Recovery functions. Perform complex quantitative analysis on a wide range of primary customer feedback to identify insights and support policy decision making. Support the Service Recovery teams in the management of headcount, including modeling and forecasting productivity and volumes. Produce standard metric reports and support high-value analysis aimed at better understanding our customers to improve the overall customer service experience.

Principal Duties and Responsibilities

* Participate in the development of an overall Service Recovery plan for the company and lead highly visible projects across multiple departments to support the plan

* Perform in-depth analysis of customer data to identify service delivery gaps and suggest measures to improve performance

* Perform extensive analytical and statistical interpretation of internal Customer Relations and CBRO data and prepare reports to present the findings to senior management

* Support strategic direction for Service Recovery through measurement and analysis of key performance metrics

* Act as an owner of the airline performance data, serving as main contact point for operational data requests and statistical analyses

* Assist the Service Recovery department leadership in modeling work flows to determine appropriate headcount requirements

Job Qualifications

* Strong project management skills, including experience managing projects across departments

* At least 2 years of experience with data extraction, manipulation and analysis; experience with relational databases is desirable; ability to independently query a database to extract relevant information is highly desirable

* Proficient with Microsoft Office applications (MS Excel, Access and PowerPoint); advanced knowledge of Microsoft Excel and Tableau is desirable

* Experience with data extraction tools and methods (SQL, SAS, Access, etc.)

* Experience with transitioning data to Mosaic platform and using Mosaic for data analysis and reporting

* Advanced aptitude in problem-solving, including the ability to logically structure an appropriate analytical framework

* Excellent verbal and written communication skills with the ability to effectively interact with employees at all levels within the organization as well as with external agency contacts

* Excellent leadership and teamwork skills with proven ability to work effectively in a variety of situations

Additional Locations: None

Requisition ID: 14428

Nearest Major Market: Fort Worth

Nearest Secondary Market: Dallas

Job Segment:
Developer, Quantitative Analyst, Data Analyst, Database, Customer Service, Technology, Data

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