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!

• This role is part of the Customer Experience team within the Commercial Division.
• This role helps shape the customer experience across one of the world’s largest global airlines by leading qualitative and quantitative research that captures how customers feel throughout their journey and how team members experience delivering that service.
• The position turns those insights into clear, actionable recommendations that enhance satisfaction, strengthen service delivery, and guide enterprise‑wide customer experience initiatives.

As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.

• Lead qualitative and quantitative research projects—including interviews, focus groups, surveys, field observations, diary studies, and journey‑based assessments—to understand customer and team member experiences.
• Translate complex research findings into clear, actionable insights that inform service design, process enhancements, digital product improvements, and operational decisions.
• Develop research plans, discussion guides, surveys, and sampling strategies to ensure representative and reliable insights.
• Partner closely with Customer Experience, Operations, Digital, Training, and other cross‑functional teams to implement recommendations and measure impact.
• Facilitate workshops, readouts, and storytelling sessions that influence leadership and drive customer‑centric outcomes.
• Monitor industry and customer trends to identify emerging opportunities that enhance the overall travel journey.
• Support continuous improvement initiatives by tracking themes, pain points, and sentiment over time.

Minimum Qualifications- Education & Prior Job Experience

• Bachelor’s degree in spaneting, behavioral science, business, human‑centered design, or a related field, or equivalent experience.
• 3 years of experience in qualitative research, customer insights, service design, or related disciplines.

Preferred Qualifications- Education & Prior Job Experience

• Experience working in customer experience, aviation, hospitality, or service‑driven industries.
• Familiarity with customer journey mapping, persona development, or service‑design methodologies.
• Experience with mixed‑methods research and integrating quantitative data to support qualitative insights.
• Ability to manage multiple projects simultaneously in a fast‑paced, matrixed environment.
• Proficiency with research tools such as Qualtrics, UserTesting, or similar platforms.

Skills, Licenses & Certifications

• Qualitative research techniques (moderation, synthesis, analysis)
• Customer journey and service design principles
• Familiarity with airline operations and customer touchpoints
• Strong communication, presentation, and storytelling skills
• Project management and stakeholder collaboration
• Data visualization and insight reporting

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.