CX Research & Strategy Manager (Hybrid)

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:

Our product team requires business intelligence that is timely, accurate, and actionable. We are seeking an experienced CX Research & Strategy Manager to enrich our consumer behavior knowledge set and strategic advancement of our digital channels and physical products. Our ideal candidate thrives in a fast-paced environment, confidently works with unstructured data, enjoys the challenge of highly complex business contexts, and above all else, is passionate about the customer and storytelling.

This is a Chicago-based, hybrid role that will require two days in our downtown office per week.

+ Manage our qualitative product research program, which focuses on problem discovery and solution exploration

+ Provide data-supported customer and product insights developed through a variety of research methodologies

+ Deliver solution analyses that thoroughly explain the ‘what’ and the ‘why’ for digital and airport product direction

+ Work cross-functionally with MileagePlus, Airport Operations, Contact Centers, Information Technology, and others to understand the scope and benefits of any recommended projects that impact our customers

+ Manage user research team and toolset while maintaining key internal relationships to efficiently and effectively intake any type of research request

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 required

+ 4+ years of digital channel experience (Business or IT)

+ 4+ years utilizing user research tools

+ 4+ years of experience in advanced research in a qualitative field

+ Strong data analysis, manipulation, and problem solving skills

+ 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):

+ MBA preferred

+ Advance skills using Google Analytics (Big Query), Enterprise Data Warehouse and SQL server

+ Experience with building reports/dashboards using BI tools such as Tibco Spotfire, Tableau, Domo, PowerBI etc.

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