Director - DT, Customer Identity and Access Management

at United Airlines in Chicago, Illinois, United States

Job Description

Description

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?

We believe that inclusion propels innovation and is the foundation of all that we do. United’s Digital Technology team spans the globe and is made up of diverse individuals all working together with cutting-edge technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Key Responsibilities:

We are in search of a Customer Identity & Access Management (CIAM) leader to the take the reins on transforming our customer account lifecycle authentication and authorization experience. The CIAM team supports growth of United Next strategy and is transforming our customer access management capabilities to improve the security posture of United Airlines by keeping our customers safe while creating modern login experiences at home, in the office, airport, and in the air. We are looking for someone with a passion for cybersecurity, identity, access management, and the knowledge that it begins with people and process.

The Director – Customer Identity and Access Management is both a business and a technical leader responsible for implementing transformative capabilities for Identity and Access Management for our customers (CIAM). This person will have direct accountability for the customer identity platform team and execution.

In this role, you will engage teams across the airline and implement best-in-class customer identity solutions that secure, improve, and enrich our customer experience through consumer grade login authentication, reduced fraud and improved identity assurance via modern identity proofing and verification process and technology.

This individual will work with leaders in Fraud, Privacy, Contact Center, Digital Technology, and our digital channels to ensure the associated adoption of policies and standards, technology, engagement, training, and communication are in line with our Core4 values.

The ideal candidate will have a strong background in cybersecurity, identity and access management, and digital channels as well as experience in leading and motivating cross-functional teams to strengthen message of trusted identities through secure and good experiences.

+ Lead, evolve, and implement a comprehensive consumer identity management (CIAM) vision and roadmap to build trust through secure identity experiences throughout the customer lifecycle

+ Lead and manage the customer identity product technical team, operations, and governance to deliver against strategy

+ Foster cross- collaboration with the digital channels, digital technology, contact center, privacy, fraud, and the loyalty business to find opportunities for product/process enhancements and to drive capability adoption

+ Ensure customer identity solutions are meeting security and business objectives and outcomes by establishing KPI metrics

+ Continuously improve and innovate the identity & access management capabilities to drive value, enhance our customer experiences and secure our digital assets

+ Develop and maintain customer identity policies and standards that adhere to NIST 800-53

+ Work with senior leadership to keep them informed, involved, and inspired on progress

Who you are:

+ Comfortable working at all levels of the organization

+ Passionate about cybersecurity, technology, protecting our digital identity footprint.

+ Decisive. You can make critical command decisions in a timely manner sometimes with limited information.

+ Both a doer and a leader who can operate at a granular level on data privacy and data protection matters, comfortable working in grey space and able to get into the details but who can raise up and work across high levels of the organization.

+ Strong communication skills with an affinity to advocate for and drive organizational change and transformation.

+ Both systems thinking and committed; you are a strategic problem solver who can understand the business core drivers; you have a bias for action and know that the true test of an idea comes when we try it out in the real world.

+ Curious about current technology, identity protection, and cyber security trends; able to adapt accordingly. Unflinching in your desire to build and operate a world class team.

+ Emotionally intelligent and possess the ability to adjust style to meet the needs of the audience.

How we work:

+ Casual, collaborative, agile environment which embraces and operates under our shared principles.

+ Complete transparency with open, honest discussions about our progress

+ Close working relationships between and across partners and both our technology, engineering, and cybersecurity teams

+ Lead enabling processes that focus on putting our application, product, technology, and cybersecurity teams in the best position to succeed together.

+ Invest in our people, products, and technology; hiring the best talent, and giving them the chance to meaningfully contribute to making United the best airline in aviation history.

This position is remote and would require approximately 10- 20% travel.

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!

Qualifications

What’s needed to succeed (Minimum Qualifications):

+ Bachelor degree or comparable working experience

+ 12 + years of related experience (including at least 5 years of leadership experience in cybersecurity; including at least 7 years in identity & access management technology)

+ Ability to develop and implement roadmaps for Identity and Access Management capabilities and lead cross-functional execution to drive initiatives to completion

+ Deep understanding of IAM technologies, controls, and standard processes

+ Understanding of regulations including: Payment Card Industry, Sarbanes-Oxley Act, Health Insurance Portability and Accountability Act, and the European Union’s General Data Protection Regulation

+ Ability to influence technology teams to deliver a frictionless user experience

+ Experience influencing teams and collaborators without direct authority over them

+ Coached individuals & leaders at multiple levels able to demonstrate tangible results

+ Achieved objectives by contributing information and recommendations to strategic plans, identifying trends and motivating changes

+ Built relationships with team members across all levels and departments

+ Excellent communication skills at all levels of organization

**What will help you propel from the pack (Preferre