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:
The Senior Analyst of IRROPS (Irregular Operations) Programs supports enterprise programs enabling United to improve employee and customer experiences during times of service disruption. The person in this role will help implement the strategy and programs to improve the end-to-end compensation experience for customers facing disruptions. You’ll partner with cross-functional teams to integrate new technologies and processes to ensure a more efficient, dependable, and caring customer experience. Your key objectives will be to enhance the customer experience through strategic innovation while ensuring consistent application of our policies, processes, and technologies. This role is vital for achieving the goals of our Customer Experience Transformation initiatives and advancing our commitment to improving our Net Promoter Score (NPS). This is a Chicago-based, hybrid position that will require two days on average in our downtown offices.
+ Uses quantifiable operational and financial data to identify gaps, define project goals, create business justifications for resources/funding, and monitor key performance metrics for IRROPS initiatives
+ Thinks strategically about process improvement opportunities and provides recommendations on ways of innovating and redesigning the status quo
+ Engages in process and/or technology initiatives that support positive customer and employee experiences
+ Works collaboratively with business partners across all levels, teams, and locations including frontline airport and operations employees to drive desired business results
+ Guides policies and guidance utilized during IRROPS; supports fair and consistent application of policies and processes
+ Continually monitors and analyzes data to measure the effectiveness of new tools, policies, or processes and provides recommendations to support continuous improvement for customers and employees
+ Identifies, defines, and communicates project initiatives with a customer-centric focus
Qualifications
What’s needed to succeed (Minimum Qualifications):
+ Bachelor’s degree or equivalent experience
+ 3+ years in strategy & operations, program or project management; or related experience
+ Understanding of project/program management principles
+ Demonstrated data analysis and strategic decision-making skills
+ Excellent verbal and written communication with both business and technical teams
+ Experience presenting and communicating relevant results to senior leadership
+ Ability to collaborate effectively with internal/external stakeholders
+ Required to travel up to 15%
+ 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/Masters Degree
+ Familiarity with digital technology and airport operations principles
+ SQL Experience
+ Analytical appetite, proven record of problem solving, and articulating complex concepts
+ Self-driven and comfortable with ambiguity – turning incomplete ideas into clear plans
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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