Manager - Customer Insights & Analytics (Hybrid)

Job Title

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.

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

This role will influence a multi-phased insights and strategy that supports a continuous cycle of analyzing, interpreting, driving action and monitoring. Requires a passion for improving customer experience via excellent analytical abilities and strong business acumen. The role requires influencing internal and external business partners, using data, to make key strategic business decisions.

Effectively manage active projects across the customer experience (i.e. IRROPS, Commercial, Airport, etc.) to help ensure that all engagements are delivered at or above team member expectations

Lead and manage a team of analysts to deliver high-quality insights in a timely manner and deliver measurable impact

Analyze and generate insights from structured and unstructured data

Collaborate with internal teams to review feedback and insights, recommend changes for implementation, and action on those that deliver a positive, consistent and seamless customer experience

Schedule and maintain trending reports and alerts to key business stakeholders that ultimately responsible for addressing business initiatives

Extract data from a variety of sources for use in analysis and models; complete ad-hoc reporting and data analysis

Manage and collaborate with third party analytics platforms to ensure output closely aligns with strategic initiatives to improve the customer experience

Qualifications

Bachelor's degree

3+ years of experience in analytical role (analysis, information science, data visualization or other relevant quantitative field)

Expert knowledge of Microsoft Excel and PowerPoint

Must have excellent analytical proficiency including ability to develop sound insights across multiple data sources

Expertise with quantitative analysis tools and querying relational databases (SQL, Databricks)

Ability to prepare executive level presentations

Initiative, self-motivation and a strong sense of urgency are essential

Must be legally authorized to work in the United States for any employer without sponsorship

Up to 10% travel

Master's degree

Strong understanding of survey design and survey methodologies

Familiarity with airline products and loyalty programs

Text analytics experience

Experience with PowerBI, Spotfire or other visualization tools

Machine learning or predictive forecasting

Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them for research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to company policies related to responsible AI use, data privacy, and security

The base pay range for this role is $102,220.00 to $133,194.00. The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.

You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.

United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact View email address on click.appcast.io