Senior Analyst - IRROPs Programs (Hybrid)

United Airlines•Chicago, IL

9d•$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. The Senior Analyst of IRROPS (Irregular Operations) Programs supports enterprise programs enabling United to improve employee and customer experience. This role will help execute projects focused on the testing and development of the future end-to-end experience, incorporating new technologies and processes that will drive a more efficient, dependable and caring overall experience. The objective is to improve the customer experience through strategy and innovation, while supporting the consistent application of policies, processes, and technologies. This role will be critical in delivering the goals of the Customer Experience Transformation portfolio of work and furthering United’s commitment to its Net Promotor Score (NPS). This is Chicago-based, hybrid role requiring 2-3 days in office weekly.

Requirements

Bachelor’s degree
2+ years of relevant work experience
Demonstrated experience working with project management principles
Demonstrated data analysis skills that lead to data-driven decision-making
Excellent verbal and written communication skills
Strong presentation skills to all levels including senior leadership
Ability to collaborate effectively with internal/external stakeholders
Up to 10% travel
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

MBA/Masters Degree
UX/Qualitative and Quantitative Research
Experience working with technology teams
SQL and PowerBI experience
Familiarity with digital technology principles
Airport operations principles
Ambiguity tolerance—comfort in working with uncertainty and information gaps

Responsibilities

Uses quantifiable operational and financial data to identify gaps, define project goals, create business justifications for resources/funding, and monitor key performance metrics for IRROPS initiatives
Conducts and partners with research/UX team to analyze customer needs and provide solutions to potential gaps
Thinks strategically about process improvement opportunities and provides recommendations on ways of innovating and redesigning the status quo
Engages in process and/or technology initiatives that support positive customer and employee experiences
Works collaboratively with stakeholders across all levels, disciplines, and locations including frontline airport and operations employees to drive desired business results
Guides policies and guidance utilized during IRROPS; supports fair and consistent application of policies and processes
Continually monitors and analyzes data to measure the effectiveness of new tools, policies, or processes and provides recommendations to support continuous improvement for customers and employees
Identifies, defines, and communicates project initiatives with a customer-centric focus