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The Specialist/ Sr Specialist, Brand Protection Resolution & Social Insights translates Sprinklr data into actionable insights that uncover the root causes of customer pain points and inform strategies to improve customer experience. This role defines and analyzes key performance metrics, conducts deep social listening, and partners cross-functionally to address operational drivers of dissatisfaction and mitigate emerging risks. Through clear, executive-ready storytelling and scalable reporting, the role enables proactive decision-making to protect the brand and drive continuous improvement at scale. This job is a member of the Brand Protection Team with the Service Recovery Organization.
• Translate Sprinklr data into actionable insights that identify root causes of customer pain points and inform business decisions to improve the customer experience.
• Define and manage social and Brand Protection KPIs (e.g., CSAT, sentiment trends, response times), ensuring alignment to operational and customer impact—not vanity metrics.
• Conduct deep social listening and root cause analysis to quantify drivers of dissatisfaction and connect insights to policy gaps, process breakdowns, and operational challenges.
• Partner cross-functionally (Operations, Airports, Inflight, Digital) to validate findings and drive targeted solutions that address underlying issues.
• Develop clear, executive-ready narratives that articulate what happened, why it happened, and recommended actions to influence leadership decision-making.
• Build and maintain dashboards and reporting (Sprinklr, Tableau, Snowflake) to deliver accurate, scalable, and automated insights aligned to business priorities.
• Proactively monitor trends and emerging risks, surfacing issues early and recommending actions (e.g., staffing, workflow, policy updates) to prevent escalation and protect the brand.
Minimum Qualifications- Education & Prior Job Experience
• Bachelor’s degree in relevant field or equivalent experience/training
• 3 years related experience
Preferred Qualifications- Education & Prior Job Experience
• Experience in social analytics, insights, or customer experience roles
• Experience in social analytics tools (Sprinklr strongly preferred; Brandwatch, Sprout acceptable)
• Experience in high-volume customer service or service recovery environments
Skills, Licenses & Certifications
• Strong analytical skills, including the ability to clearly and effectively create reports that articulate insights and recommended actions
• Outstanding verbal and written communications skills
• Highly collaborative; skilled at working cross-functionally to drive results
• Proficiency in Microsoft Office products, in particular, Microsoft Excel
• Flexibility to ensure effective management of 24/7 schedule
• Ability to develop and adhere to timelines, manage projects with minimal supervision and work well in a team environment
• Ability to be innovative and creative
• Self-starter, highly motivated and ability to work independently
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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.
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