American Airlines Group

1 day ago

Analyst/Sr Analyst, Voice of Customer Programs (Fort Worth, TX, US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Optimize an enterprise Voice of Customer program by managing the Qualtrics listening and analytics platform across feedback channels. Help design and deploy post-trip, web/app, Reservations, and Customer Relations surveys, ensuring survey methodology and sampling follow best practices. Translate customer feedback into actionable insights with Customer Experience Analytics and build dashboards, reporting structures, and automated workflows to support enterprise listening strategies.

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Optimize the Qualtrics customer listening platform across surveys and unsolicited customer feedback channels.
•Design, deploy, and monitor post-trip, aa.com, mobile app, Reservations, and Customer Relations surveys.
•Partner with Customer Experience Analytics to translate feedback into insights that drive operational and customer-experience improvements.
•Develop and maintain dashboards, reporting structures, and automated workflows to support enterprise listening strategies.
•Ensure survey methodologies, sampling strategies, and feedback mechanisms align with best practices and business needs.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

•Bachelor’s degree in Business, Marketing, Analytics, Customer Experience, or a related field, or equivalent experience/training.
•Experience with customer feedback platforms, preferably Qualtrics or similar enterprise listening tools.
•Master’s degree in a related field.
•Experience supporting enterprise-level Voice of Customer programs.
•Familiarity with API integrations, workflow automation, or digital feedback systems, plus data visualization tools such as Tableau or Power BI.

Experience:AirlineTravelHospitalityCustomer experience

Education:Bachelor's in Business, Marketing, Analytics, Customer Experience, or a related field

Skills:CommunicationCollaborationOrganizational skillsData analysisStakeholder engagement

Tech Stack:QualtricsTableauPower BIAPISurvey designData visualizationDashboardsWorkflow automation

Company Brief

American Airlines Group

Major U.S. airline providing scheduled passenger and cargo air transportation globally. Operates a large fleet and extensive domestic and international route network, serving millions of customers with diversified travel and loyalty services.

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Fort Worth, United States

Founded: 1926

Website LinkedIn

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American Airlines Group

1 day ago

Analyst/Sr Analyst, Voice of Customer Programs (Fort Worth, TX, US)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 8 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Onsite

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Optimize the Qualtrics customer listening platform across surveys and unsolicited customer feedback channels.
•Design, deploy, and monitor post-trip, aa.com, mobile app, Reservations, and Customer Relations surveys.
•Partner with Customer Experience Analytics to translate feedback into insights that drive operational and customer-experience improvements.
•Develop and maintain dashboards, reporting structures, and automated workflows to support enterprise listening strategies.
•Ensure survey methodologies, sampling strategies, and feedback mechanisms align with best practices and business needs.

Pay and Benefits

Perks:Health InsuranceDentalVision401kPet Insurance

Key Requirements

•Bachelor’s degree in Business, Marketing, Analytics, Customer Experience, or a related field, or equivalent experience/training.
•Experience with customer feedback platforms, preferably Qualtrics or similar enterprise listening tools.
•Master’s degree in a related field.
•Experience supporting enterprise-level Voice of Customer programs.
•Familiarity with API integrations, workflow automation, or digital feedback systems, plus data visualization tools such as Tableau or Power BI.

Experience:AirlineTravelHospitalityCustomer experience

Education:Bachelor's in Business, Marketing, Analytics, Customer Experience, or a related field

Skills:CommunicationCollaborationOrganizational skillsData analysisStakeholder engagement

Tech Stack:QualtricsTableauPower BIAPISurvey designData visualizationDashboardsWorkflow automation

Company Brief

American Airlines Group

Industry: Airlines

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Fort Worth, United States

Founded: 1926

Website LinkedIn