Full Time
Analyst – American Airlines Remote Jobs
Job Description
Job Type: Analyst from home
Location: Texas work from home
Company: American Airlines
Responsibilities:
The three main functions and duties of the Analyst post will be as follows:
- Data on customer satisfaction
- Updates on customer satisfaction trends and influences on Likelihood to Recommend (LTR) and Net Promoter Scores (NPS) for our clients.
- creates dashboards and analytical reports that include critical learnings and suggestions for internal clients and leadership.
- carries out ad hoc analysis to address different business queries
- Ad-Hoc Analysis
- Creates, launches, and analyzes ad hoc research initiatives to fulfill the needs of internal clients. These projects may include focus groups, usability studies, airport intercepts, and/or internet surveys.
- moderates in-person interviews with customers, workers, and/or one-on-one sessions
- Analyses of the journey and the voice of the customer
- creates a long-term strategy and application for an American VOC and Customer Journey Analytics program.
- Combines many customer interaction sources (quantitative and qualitative, social, complaints, chat, telephone, digital, etc.) to give a comprehensive picture of a customer’s experience
- Chooses and oversees research vendors that are compatible with our comprehensive strategy
- Attempts to eliminate organizational silos by distributing pertinent information among several sectors
Requirements:
Minimum requirements include education and previous work experience.
- The equivalent of a bachelor’s degree in training or experience
- 3+ years of professional experience
- Knowledge of how to turn raw data into insightful knowledge
Prior work experience and education are preferred qualifications.
- A master’s degree in social sciences, marketing, or marketing research
- Experience with feedback management systems and platforms is desirable
- Preferably with moderator experience
- 3+ years of professional experience in an analytical sector, such as business, engineering, mathematics, economics, revenue management, network planning, sales strategy, customer insights, marketing
Knowledge, Permits, and Certifications
- Ability to clearly convey findings to executive level audience after synthesizing complex material from various sources into a format that is easy to understand.
- Incredibly organized and meticulous, able to manage several projects, react swiftly to changing company needs, and adhere to strict deadlines.
- Self-starter with the capacity to operate both independently and collaboratively, as well as to promote advancement in complex situations
- Ability to work cross-functionally with partners in business, operations, and technology with a client-service mindset and excellent interpersonal skills is preferred. Experience with SPSS statistical software, online survey software, or Voice of the Customer or Enterprise including Medallia and Qualtrics
- Proficient with Microsoft Office applications, such as Word, Excel, Access, and PowerPoint.
- Strong analytical, mathematical, and problem-solving skills are necessary; prior SQL expertise is preferable.
