Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen! From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.

Job overview and responsibilities

The Senior Analyst - Customer Strategy & Innovation partners with operating and technology groups across the customer strategy and innovation organization to solve customer and employee problems, enable our growth strategy, & prioritize innovation opportunities within the gate experience. Support a portfolio of initiatives in digital technology and process improvement through user research, proof of concept, business case justification, and project implementation. Establish relationships with team members to build consensus, evaluate success metrics, write requirements, and successfully execute projects. Ideate, manage, and execute cross-divisional projects from problem statement to idea and analysis stage, through development, testing, and roll-out.

This is a Chicago-based, hybrid position requiring 2-3 days in office weekly.

• Develop a deep understanding of customer and employee personas, workflow, pain points and processes to garner subject matter expertise
• Utilize success metrics to consider solutions and drive innovation
• Write detailed requirements and user stories for development teams to effectively and efficiently build solutions
• Collaboratively build relationships to drive partnerships that influence and improve solutions and outcomes
• Communicate effectively with stakeholders and partners throughout project process
• Support change-management efforts in the field when new programs, tools, and processes are implemented
• Update leadership and key stakeholders on initiatives

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• 2+ years of relevant work experience
• Demonstrated ability to use data and insights to drive understanding and decision making
• Demonstrated experience writing business requirements and user stories
• Excellent written and verbal communication skills
• Ability to work with cross functional groups
• Strong relationship building skills
• Problem resolution and communication skills

• Strong organizational and time management skills

• Ability to adapt to changing business environment and priorities
• Ability to travel up to 30%
• Ability to sit and stand for long periods of time and work in an airport environment as needed, which may include significant walking
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification

• Reliable, punctual attendance is an essential function of the position

What will help you propel from the pack (Preferred Qualifications):

• Master's degree
• Lean Six Sigma Green Belt
• Experience working with Airport Operations or in groups related to Airport Operations

The base pay range for this role is $81,795.00 to $106,602.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com