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United Airlines Senior Analyst - CSD Innovation in Chicago, Illinois

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Global Operation, Strategy, Planning & Design

One of United’s newest departments, GOSPD handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.

Job overview and responsibilities

Supports the Customer Service Delivery - Innovation team's strategy to improve the customer and employee experience and deliver strong operational performance. Complete analysis to determine opportunities to support new and existing processes/ innovation for the CSD Team (Airport Operations, Inflight, Contact Center, and Station Catering Operations). Build relationships with stakeholders to execute projects successfully and facilitate measurement of success and follow up support.

  • Partner with commercial/operating groups and IT to deliver process improvement and innovation that will improve the customer and employee experience while delivering strong operational performance.

  • Ideate, project manage & execute a prioritized portfolio of complex cross-divisional projects, from idea and analysis stage, through development, testing, and roll-out.

  • Build relationships and improve collaboration in a way which allows us to partner on initiatives from the beginning and better influence outcomes as a result. Communicate effectively with stakeholders and partners throughout project process.

  • Ensure that new processes/innovation is successfully passed to training and change management partners if needed, to drive successful adaptation of these initiatives.

  • Leverage customer insights to make data-driven, customer-centric decisions supporting employee and customer satisfaction


  • 2-4 years of work experience required

  • Strategic planning and decision making

  • Ability to work with cross functional groups

  • Strong relationship building skills

  • Problem resolution and communication skills

  • Ability to motivate, drive vision and provide leadership required

  • The ability to lead stakeholders through complex planning and implementation of initiatives

  • BS/BA degree required

  • 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


  • Project management experience preferred

  • Knowledge of other internal business groups preferred

  • Experience in data mining tools (Brio, SAS, EDW, etc.)

  • MBA/Masters Degree

  • Lean Six Sigma Green Belt

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled/LGBT

Division: 81 Global Ops Strategy/Plng Dsgn

Function: Customer Svc Delivery / Cust Svc Solutions / Global Ops Strat Plang & Design

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled