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.)
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