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?
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.
Key Responsibilities:
We are seeking an experienced analyst to conduct customer research in our Digital channels using surveying standard methodologies, stitch together different datasets to analyze VoC (Voice of the Customer) qualitative and quantitative data to generate actionable insights for the relevant product teams. Our ideal candidate thrives in a fast-paced environment, relishes working with large transactional volumes and big data, partnering with teams in digital products and technology, enjoys the challenge of highly complex business contexts and above all else, is passionate about customer research, data and analytics. This is a Chicago-based, hybrid role that will require both in-office and working from home each week.
+ Proficiency in customer research and survey methodologies, with a track record of interpreting (VoC) data for product enhancements.
+ Experience in connecting various data points to deliver comprehensive analyses and facilitate informed decision-making.
+ Ability to synthesize findings from customer interactions and data analytics into coherent recommendations for optimizing product strategies and operational efficiencies.
+ Demonstrated skills with qualitative and quantitative research methods to uncover customer preferences and behavior patterns, contributing to strategic business growth initiatives.
+ Thorough measurement of experiments and campaigns to build a data-driven story that conclusively and effectively communicates the outcome
+ Identifying optimization opportunities through data analysis and hypothesis generation, then designing support for experiments to optimally test hypotheses
+ Analysis to drive digital channel experience recommendations that improve channel efficiency and customer experience
+ Presenting data-driven insights to executive leadership and business team members
+ Perform ad hoc analyses
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’s degree
+ 3+ years work experience in data analytics and/or statistics
+ Experience with visualization tools such as Qualtrics, Quantum Metric, Survey Monkey, Foundry, SQL or similar
+ Experience with research methodology
+ Have a strong quantitative background and passion for delivering data-driven insights
+ Ability to multitask and reprioritize activities quickly and effectively
+ Comfortable presenting to executive-level business partners and capable communicating with team members from all over the enterprise
+ 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):
+ 1-2 years of work experience in eCommerce
+ High degree of proficiency with Excel and PowerPoint
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 JobAccommodations@united.com to request accommodation.
Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT
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