Senior Analyst - Customer Strategy & Innovation (Digital Products) Hybrid

United Airlines•Chicago, IL

3d•$81,795 - $106,602•Hybrid

About The Position

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
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

Nice To Haves

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

Responsibilities

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.
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.