Director - Customer Analytics
About The Position
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. 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.
Requirements
- Bachelor's degree or 4 years of relevant work experience
- Familiarity with operational data impacting customers (e.g. flight statistics, network schedules, baggage statistics, employee tools, business partners)
- At least 8 years of related work experience
- At least 3 years of team leadership experience
- At least 6 years of experience in analytical role (analysis, information science, data visualization or other relevant quantitative field)
- Must have excellent analytical aptitude including ability to develop sound insights across multiple data sources
- Ability to prepare executive level presentations is required
- Ability to interact with all levels of management
- Initiative, self-motivation and a strong sense of urgency are essential
- Proficiency in Microsoft Excel and PowerPoint required
- 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
Nice To Haves
- Master's degree
- Understanding of airline operations, network scheduling, customer operations, and customer experience metrics (e.g. NPS, CSAT)
- Experience with visualization tools preferred
- Expertise with quantitative analysis tools and querying relational databases (SQL, R, Python)
Responsibilities
- Function as customer insights advocate and represent the customer’s voice in business decisions
- Champion insights across all levels of the organization
- Keep abreast of internal/external trends, provide leadership, analytics, business insight and be a strong influencer to drive customer experience improvements
- Manage day-to-day operation of customer insights functions
- Including identifying opportunities based on trend results and collaborating with stakeholders to drive actions
- Coach, counsel, and motivate the team
- Sets and achieves individual and team goals as well as individual career development plans. Attract and retain top talent in this space
- Identify opportunities to enhance customer insights and drive productivity and efficiency with our team
- Propose new questions or ideas, explore new data sources, identify new analyses, analytical methodologies or techniques
Benefits
- medical
- dental
- vision
- life
- accident & disability
- parental leave
- employee assistance program
- commuter
- paid holidays
- paid time off
- 401(k)
- flight privileges
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Director
