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United Airlines Senior Analyst - Innovation & Solutions (Biometric Programs) in Chicago, Illinois

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Customer Strategy & Innovation

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

Job Overview and Responsibilities

Supports the Innovation & Solution team's strategy to improve the customer and employee experience while delivering innovative technology and process enhancements. Assess current needs, competitive landscape and forward-thinking opportunities to innovate and support both our employees and customers. Builds relationships with internal stakeholders and external partners to design and implement solutions successfully and in an inclusive way. Facilitates development of activation plans for new solutions including elements of project and change management

  • Partner with across departments and teams to deliver innovative solutions and process improvements that will improve the customer and employee experience while delivering strong operational performance

  • Ideate, project manage & execute a prioritized portfolio of complex cross-divisional efforts, 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 activated including to training and change management partners if needed, to drive successful adaptation of these initiatives

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


  • BS/BA degree

  • 2 years relevant work experience

  • Strategic planning and decision making

  • Ability to work with cross functional groups

  • Strong relationship building skills

  • Problem resolution and communication skills

  • Ability to motivate, proactively communicate, and drive vision to working teams and leadership teams required

  • Strong working knowledge of customer and employee service flows, including airport landside processes and onboard service processes

  • 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


  • MBA/Masters Degree

  • Lean Six Sigma Green Belt

  • 2-4 years relevant work experience

  • Project management experience

  • Knowledge of other internal business groups

  • Integrated process mapping experience, and/or swimlane exercise experience

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

Division: 81 Customer Strategy & Innovation

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

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled