Senior Manager - Customer Analytics (Hybrid)

There’s never been a more exciting time to join United Airlines. We’re on a path towards becoming the best airline in the history of aviation. Our shared purpose – Connecting People, Uniting the World – is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we’re growing – in the years ahead, we’ll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?

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.

As a Senior Manager on the Customer Insights & Analytics team, you play a critical role in making United Airlines the "airline of choice" for more customers. Through a mixture of operational data and customer feedback to analyze performance and identify/prioritize opportunities to improve the customer experience across the full travel journey. This leadership role is an excellent opportunity to influence strategy and investment, and to see your insights put into action (not just a report).

We are seeking curious and analytically oriented individuals who excel and influencing others through analysis, insights and storytelling. A successful candidate will need to be able to partner with a wide variety of business partners (e.g., Inflight Service, Airport Operations, Catering Operations, Marketing & Product Development) to understand their business and learning objectives. We use a variety of qualitative and quantitative methods to produce the practical insights. This leader will design research studies, working with large/mixed datasets to extract insights, distilling our findings into recommendations, packaged into a polished and cohesive story for senior executives.

This role requires an individual with excellent analytical abilities. While leading a team, this individual will being hands-on with the data. This is a Chicago-based position that will require 2-3 days in office per week.

• Function as customer insights advocate and represent the customer’s voice in business decisions
• Champion insights across all levels of the organization
• Stay ahead of internal/external trends, provide leadership, analytics, business insight and be a strong influencer to drive customer experience improvements
• Lead day-to-day operation of customer insights functions including finding opportunities based on trend results and collaborating with partners to drive actions
• Help scope, structure and implement projects
• Manage deliverable timelines and partner expectations
• Effectively manage internal partnerships and external vendor relationships
• Coach, counsel and motivate the team to set and achieve 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

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

• Bachelors degree and 7+ years of relevant experience
• At least 6 years of experience in analytical role (analysis, information science, data visualization or other relevant quantitative field)
• Familiarity with data from customer surveys, and customer experience metrics (e.g. NPS, CSAT)
• Must have excellent analytical aptitude including ability to develop sound insights across multiple data sources
• Ability to prepare executive level presentations
• 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
• Minimal travel may be required throughout the year
• 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

• MBA or master’s degree
• Understanding of airline operations and business drivers
• Leadership experience with direct reports preferred

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodationsunited.com to request accommodation.