Senior Analyst - Customer Advocacy

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?

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

• Work with analytical teams from across United to identify and evaluate complex customer experience opportunities that involve multiple departments to address
• With support from their leader, plan and execute analyses in support of prioritized Customer Advocacy initiatives, including defining potential scope, quantifying potential benefit/impact, and estimating potential costs
• Create and maintain both repeatable and ad-hoc executive level presentation materials in support of prioritized initiatives, conveying findings from analyses, sharing status/progress updates, and seeking input from leader as needed
• Explore and develop new capabilities and form new relationships within United on behalf of the Customer Advocacy portfolio and serve as a proponent to the rest of United of the Customer
• Advocacy is continually striving to:
  • Ensure all decisions across United are made with strong consideration for the impact they have on our customers
  • Collaborate across the seams of our org structure on customer opportunities that lack clear ownership or are frozen by competing priorities (e.g., cost vs. cust. exp)
  • Promote a journey of cultural change (that has already begun) that will shape the customer experience at United into the future
• Contribute positively to team and United culture by being engaged, communicating clearly and openly, and demonstrating a commitment to personal and professional development and growth

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 or 4 years of relevant work experience
• Quantitative field (engineering, business analytics, information systems, aviation management or related degree)
• 2+ years of experience in an analytical role
• 3+ years of related worked experience
• Passionate about ensuring customer experiences are fair, consistent, and intuitive while in pursuit of excellence
• Experience working with large datasets and analytical tools to tell a story using data
• Familiarity with database interface tools, SQL and programming concepts
• Strong organization skills, ability to work independently, and prioritize efforts across multiple projects
• Strong communication skills and ability to develop executive-level presentations with support from your leader
• Familiarity with broader airline management concepts and organizational structures

• Masters degree
• 3 years experience in an analytical role within an airline

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.