Senior Analyst - Onboard Experience

United Airlines•Chicago, IL

3d•$81,795 - $106,602•Hybrid

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. Find your future at United! We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000+ connected by a shared passion with a wide spectrum of experience and skills to lead the way forward. Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups. Create what’s next with us. Let’s define tomorrow together.

Requirements

Bachelor's degree in Business, Hospitality Management, Marketing, Business Analytics or related field
3+ years of relevant experience
Ability to solve complex operational problems and work in a fast-paced environment
Experience communicating with a diverse group of stakeholders and ability to influence without direct authority
Exceptional analytical background with demonstrable modeling experience
Strong communication skills (verbal, written, listening) with an ability to communicate clearly and concisely to leaders of varying levels
Detail oriented and highly organized, with ability to multi-task and work independently
Experience in project management on large, cross-functional projects
General interest in customer experience onboard United aircraft, with a particular focus on food, beverage, & inflight service flows

Nice To Haves

2+ years of airline or hospitality experience
Prior experience with Inflight Services, Catering, and/or Airport Operations workgroups
Knowledge of onboard catering, service design, or inflight product development
Familiarity with customer satisfaction metrics and data analysis tools
Leadership exposure and speaking presence
Experience supporting new products launches or services at scale

Responsibilities

Supports the strategy, design, implementation and measurement of onboard products and service profiles that enhance the onboard customer & employee experience and drive commercial value.
Manages a broad portfolio that may include food & beverage products and equipment, service design, and strategic partnerships.
Partners cross-functionally with internal stakeholders (including but not limited to Procurement, Inflight, Catering Operations, Menu Design, and Supply Chain) and external suppliers to lead projects from ideation into executed onboard solutions that balance customer experience, competitive landscape, and overall Hospitality objectives.
Lead coordination of onboard service changes and serve as the primary liaison between internal stakeholders to design and deliver service enhancements.
Coordinate the development and execution planning for onboard product initiatives, including supporting RFP development and assessing responses, design input, and rollout implementation.
Collaborate with partners to develop data-driven insights and action plans related to onboard hospitality and monitor competitive landscape trends.
Support execution food & beverage partnerships / activations with external partners.
Maintain a matrix of onboard offerings across all cabins and markets, including benchmarking to identify gaps and improvement opportunities.
Develop presentations, reports, and materials to communicate updates, insights, and recommendations.
Manage multiple concurrent onboard initiatives across product, service, and partnership workstreams to ensure timely execution and alignment across stakeholders.