Analyst/Sr Analyst, Customer Experience Policy and Procedure

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!

• We deliver the policies and procedures that support our frontline team members in elevating the Customer Experience. This role is a resource to the frontline representatives by helping with enhancements, defects, and communicating new and updated policies and procedures. Acts as a liaison between corporate initiatives and adapt them to be consumed by the frontline team members.

• The role is a part of the Customer Experience Policy and Procedure team within our Customer Experience Innovation and Delivery Group within Customer Experience and Reservations. 

• Creates, maintains, and communicates clear policies and procedures to drive consistency across our contact centers
• Supports the roll out of corporate initiatives for customer, revenue, and operational pillars
• Participates as stakeholders in product development to ensure solutions are designed for frontline team members
• Provides frontline team members support through policy and procedures updates and clarifications
• Acts as key subject matter expert to internal departments (including product teams, ticketing and receipts, revenue management, and more)  to provide input and feedback as a stakeholder in policy decisions
• Partners with Training and Quality to ensure accuracy of policies and procedures among our frontline team 
• Recommends process improvements to support our frontline teams 
• Fosters collaborative relationships with contact center leaders, Contact Center Planning, and other stakeholders and departments
• Represents Customer Experience Policies and Procedures in meetings 
• Participates in department’s Emergency Response coverage (on-call rotation, no more than two weeks per quarter) 
• Maintains extensive knowledge of industry trends and reviews of competitive trends to drive best practices, processes and enhancements
• Ensures all team member resources are accurate and updated in a timely manner
• Publishes internal communication as appropriate 
• Performs additional functions to support departmental and corporate objectives as required 
• Must be willing to travel for business when needed (including international)

Minimum Qualifications- Education & Prior Job Experience

• Bachelors degree or equivalent experience and training
• 3 years of airline experience

Preferred Qualifications- Education & Prior Job Experience

• Graduate degree

Skills, Licenses & Certifications

• Knowledge of AACoRN, AAdvantage, Microsoft Office including Outlook, Word, Excel, PowerPoint, etc.
• Contact Center knowledge (Reservations and/or Service Recovery)
• Ability to work with minimal supervision
• Ability to work under pressure, prioritize projects, meet all deadlines, balance the big picture with the requisite details and maintain flexibility
• Ability to effectively manage multiple, concurrent projects
• Ability to effectively communicate both verbally and written 
• Ability to effectively interact with all levels of employees
• Ability to build strong consensus and achieve results though others
• Excellent decision making skills 

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

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.