Sr Analyst, Customer Experience Policy and Procedure

Sr Analyst, Customer Experience Policy and Procedure
Position: Sr Analyst, Customer Experience Policy and Procedure
Posting Start Date: 6/4/26
Location: DFW Headquarters Building 8 (DFW-SV08)
City: Fort Worth - TX
Requisition ID: 86031

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

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 part of the Customer Experience Policy and Procedure team within our Customer Experience Innovation and Delivery Group within Customer Experience and Reservations.

What you will do

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

Bachelor's degree or equivalent experience and training

3 years of airline experience

Preferred Qualifications

Graduate degree

Skills, Licenses & Certifications

Knowledge of Microsoft Office including Outlook, Word, Excel, PowerPoint, etc.

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 through others

Excellent decision making skills

Contact center knowledge (Reservations and/or Service Recovery) and understanding of contact center operations and staffing strategies

Knowledge of AACoRN, AAdvantage

What you will get

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

EEO Statement
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. ©2025, American Airlines, Inc. We are excited you're interested in beginning your career journey with us. All applications will only be submitted through this site, and we will never require payment at any time during the application process.

#J-18808-Ljbffr