Manager, Customer Science
@ American AirlinesAmerican Airlinesamericanairlines.com
Manager, Customer Science
Fort Worth, Tarrant County, TX
Posted today
About the job
American Airlines is a leading airline providing global travel services. The Manager, Customer Science role focuses on managing data analysts, developing customer insights, segmentation, and AI-driven solutions to enhance commercial strategies.
Requirements
- 5+ years in customer analytics
- Experience in data science
- Leadership in analytics teams
- Knowledge of AI/ML applications
- Strong data synthesis skills
Qualifications
- Bachelor’s in finance or analytics
- Advanced degree preferred
- Understanding of airline economics
- Excellent communication skills
- Customer behavior expertise
Full job description
Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. Feel free to enrich both your personal and work life and hop on board!
This job is a member of the Customer Analytics and Insights Delivery team within the Revenue organization.
Responsible for managing a group of analysts/data scientists who are well-versed in a variety of customer data and analytical techniques to provide meaningful data-driven customer insights to all areas of the company, including: Loyalty, Marketing, Revenue Management, Sales, Network Planning, all customer-facing work groups, and IT.
Develop strategic customer segmentations that are relevant for our commercial strategy and communicate them with the broader commercial organization
Help inform our long-term commercial strategy by enhancing strategic customer segmentations
Develop analytical frameworks to help understand customer behavior, their long their value and their retention drivers
Lead the design, development and implementation of advanced analytics insights and solutions that generate customer value and growth for American
Champion the introduction of customer frameworks and customer data into strategic commercial projects
Champion the adoption and correct implementation of Gen AI and Agentic AI tools and techniques that leverage customer data in the revenue organization.
Identify key data opportunities to enhance customer segmentation and inform data strategy teams to prioritize its generation, adoption, curation and literacy.
Develop and communicate customer segmentation best practices with the broader commercial organization
Provide the strategic leadership, collaborative coordination, and creative problem solving to mentor and manage a successful team
Contribute to and drive forward a thriving team culture exemplified by personal integrity and accountability, respect and inclusiveness, collaboration, adaptability, positivity, and care for others
Bachelor’s degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience
~5 years of experience in the customer analytics space, including data science, data management, customer engagement, customer insights, and machine learning/artificial intelligence (ML/AI)
Advanced degree, strong understanding of airline economics, experience managing a team of data analysts/data scientists with advanced quantitative skills
Ability to synthesize vast amounts of seemingly disparate data and translate into actionable insights
~ Ability to deliver clear and concise findings to a variety of audiences, including senior management, by integrating data from different sources
~ Understanding of customer data and customer interactions specific to the airline as well as customer behavior and customer experience management practices that are applicable to all industries
~ Ability to coach data analysts to improve their use of customer data and analytical techniques
Travel Perks: 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.
~Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Travel Perks: 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.
~Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
This job is a member of the Customer Analytics and Insights Delivery team within the Revenue organization.
Responsible for managing a group of analysts/data scientists who are well-versed in a variety of customer data and analytical techniques to provide meaningful data-driven customer insights to all areas of the company, including: Loyalty, Marketing, Revenue Management, Sales, Network Planning, all customer-facing work groups, and IT.
Develop strategic customer segmentations that are relevant for our commercial strategy and communicate them with the broader commercial organization
Help inform our long-term commercial strategy by enhancing strategic customer segmentations
Develop analytical frameworks to help understand customer behavior, their long their value and their retention drivers
Lead the design, development and implementation of advanced analytics insights and solutions that generate customer value and growth for American
Champion the introduction of customer frameworks and customer data into strategic commercial projects
Champion the adoption and correct implementation of Gen AI and Agentic AI tools and techniques that leverage customer data in the revenue organization.
Identify key data opportunities to enhance customer segmentation and inform data strategy teams to prioritize its generation, adoption, curation and literacy.
Develop and communicate customer segmentation best practices with the broader commercial organization
Provide the strategic leadership, collaborative coordination, and creative problem solving to mentor and manage a successful team
Contribute to and drive forward a thriving team culture exemplified by personal integrity and accountability, respect and inclusiveness, collaboration, adaptability, positivity, and care for others
Bachelor’s degree in Finance, Data Analytics, Statistics, or equivalent quantitative experience
~5 years of experience in the customer analytics space, including data science, data management, customer engagement, customer insights, and machine learning/artificial intelligence (ML/AI)
Advanced degree, strong understanding of airline economics, experience managing a team of data analysts/data scientists with advanced quantitative skills
Ability to synthesize vast amounts of seemingly disparate data and translate into actionable insights
~ Ability to deliver clear and concise findings to a variety of audiences, including senior management, by integrating data from different sources
~ Understanding of customer data and customer interactions specific to the airline as well as customer behavior and customer experience management practices that are applicable to all industries
~ Ability to coach data analysts to improve their use of customer data and analytical techniques
Travel Perks: 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.
~Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Travel Perks: 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.
~Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
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