Senior Analyst - IRROPs Programs (Hybrid)

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 of IRROPS (Irregular Operations) Programs supports enterprise programs enabling United to improve employee and customer experiences during times of service disruption.  This role will help execute projects focused on the testing and development of the future end-to-end experience for disrupted customers, 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 the of the Customer Experience Transformation portfolio of work and furthering United’s commitment to its Net Promotor Score (NPS). This position is considered Chicago-based, hybrid and will require 2-3 days in office per week. 
 

• 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    
• 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

Qualifications

 What’s needed to succeed (Minimum Qualifications):
•    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
•    Strong proficiency in SQL
•    Experience working with PowerBI or similar tools
•    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 15% 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

 

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

• MBA/Master's Degree    
• Familiarity with digital technology principles
• Airport operations principles
• Airline business and operations knowledge
• Project management experience
• Ambiguity tolerance—comfort in working with uncertainty and information gaps