Analyst/Sr Analyst, Digital Product Owner

American Airlines is seeking an Analyst/Sr Analyst, Digital Product Owner to support day-of-travel ancillary experiences within the Ancillary Offers team inside Digital Customer Experience. In this onsite role in Fort Worth, you will translate business outcomes into technical specifications, manage agile and IT backlogs, and partner across IT and customer experience teams to improve what customers can do during their travel journey.

What you’ll do

• Partner with CEID, IT, UX, and Analytics to understand customer behavior and shape customer experiences.
• Develop and enhance applications and features that support other product efforts, ensuring day-of-travel experiences align to the overarching vision and reflect the holistic travel experience.
• Keep stakeholders updated with outcomes, learnings, and changes as teams progress toward objectives.
• Run competitive benchmarking to explore new technologies, identify gaps, and uncover opportunities to improve the customer experience.
• Participate in Agile ceremonies including grooming, iteration planning, and stand-ups, using Agile product management tools to support delivery.
• Translate business objectives into technical specifications by creating a backlog of clear, well-defined user stories.
• Manage the IT backlog to prioritize the highest-impact work needed to achieve defined objectives and key results.
• Work within a DevOps model, helping troubleshoot technical issues, and prioritizing defect fixes and small enhancements alongside larger feature efforts.
• Partner with IT architects and technical leads to deliver customer value quickly while helping reduce ongoing operational costs.
• Lead ongoing software demonstrations to keep stakeholders and team members informed on new capabilities; as needed, support other business units in writing and accepting user stories to ensure business and technical requirements are met.

What you’ll bring

• Bachelor’s degree in computer science or a related field, or equivalent experience/training.
• 3+ years of relevant work experience, preferably in e-commerce.
• Master’s degree in a related field.
• Understanding of how American’s systems interact with each other (for example, Sabre, ITA, eTDS).
• Experience using Agile and other SDLC techniques to develop and deliver software.
• Experience working in a product model with an outcomes focus to continuously improve customer experience.
• Mobile and travel/airline experience.
• Proven track record delivering products that generate substantial value.
• High intellectual curiosity and comfort with ambiguity.
• Strong organization, ability to multitask, and ability to prioritize with minimal direction.
• Communication skills including transparency, setting expectations, and reporting results.
• Interpersonal skills that build trust and enable partnership across the team and with other product teams.

Technologies

• Agile
• DevOps
• Agile product management tools
• Sabre
• ITA
• eTDS

Benefits

• Travel Perks (reach 365 destinations on more than 6,800 daily flights across the global network)
• Health Benefits (health, dental, prescription and vision benefits; virtual doctor visits; flexible spending accounts)
• Wellness Programs
• 401(k) Program (employer contributions to your 401(k) program available after one year, depending on the workgroup)
• Additional Benefits (Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more)

Team and role context

This position sits on the Ancillary Offers team within American’s Digital Customer Experience organization. The Ancillary team drives the strategy and implementation of American’s portfolio of ancillary products, including Bags, Seats, Instant Upsell, and more. The work includes collaborating across the enterprise to implement new technology, improve customer experiences, and support American’s profitability by optimizing passenger revenue throughout the customer journey.

American Airlines also emphasizes inclusion and diversity through 20+ Team Member Business Resource Groups designed to connect team members to customers, suppliers, communities and shareholders while supporting an inclusive environment.