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!

• The Analyst/Sr. Analyst, Premium Ground Experience Strategy role will drive the evolution of American’s premium ground experience vision – one that is convenient, consistent and connected across American’s Customer Experience touchpoints within the Airport. These include our lounges, the airport lobby, boarding, and high-touch ground services.
• This role is part of the Lounges & Premium Ground Experience team, as part of the Product & Design group within the Customer Experience organization.
  

• Build a strong understanding and awareness of impactful opportunity areas in this competitive space. Curate customer propositions that align with strategies, develop and implement viable go-to-spanet plans, and leverage data to drive desired performance
• Champion our holistic north star in terms of brand standards, hospitality and the overall strategic proposition for American. Key areas include: food and beverage program vision and amenities across the lounges; differentiated check-in, customer boarding experience, and ground services
• Craft the high-level vision of our overall food and beverage strategy for all lounges, in areas including: menu vision, culinary partnerships and activations, and the overall dining experience. Provide strategic and collaborative guidance to the Premium Guest Services teams that operationally deliver on the strategy
• Project-manage ad-hoc projects and initiatives that map to and align with broader Customer Experience plans. Add definition and broad oversight to undefined projects
• As part of a data-driven organization, this role will define and gather insights (i.e. Customer Satisfaction Surveys) and regularly synthesize results with recommendations
• Build and maintain strong, cross-functional relationships. Collaborate with peers responsible for the design/development, commercials/financials of these key areas. Shape our Customer Experience strategy across Airport touchpoints by partnering with key stakeholders groups including: Customer Experience, Corporate Real Estate, Finance, Loyalty, IT, and Premium Guest Services

Minimum Qualifications – Education & Prior Job Experience

• Bachelor’s degree
• 2+ years of related experience
• Proficient in Microsoft Office

Preferred Qualifications – Education & Prior Job Experience

• Bachelor’s degree in hospitality, business
• Experience in: hospitality, customer experience, F&B
  

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.