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DescriptionAt 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.
Job overview and 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 execute projects focused on the testing and development of the future end-to-end experience for disrupted customers, incorporating new technologies and processes that will drive a more efficient, dependable and caring overall experience. Objective is to improve the customer experience through strategy and innovation, while supporting the consistent application of policies, processes, and technologies. This role will be critical in delivering the goals the of the Customer Experience Transformation portfolio of work and furthering United’s commitment to its Net Promotor Score (NPS). This is a Chicago-based, hybrid position that will require 2-3 days in office per week.
QualificationsWhat’s needed to succeed (Minimum Qualifications):
- Bachelors degree
- 3+ years of relevant experience
- Ability to travel up to 20
- Demonstrated experience working with project management principles
- Demonstrated data analysis skills and commitment to data-driven decision-making
- Excellent verbal and written communication skills
- Strong presentation skills to all levels including senior leadership
- Ability to collaborate effectively with internal/external stakeholders
- 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 principles
- Airport operations principles
- Airline business and operations knowledge
- Project management experience
- Ambiguity tolerance—comfort in working with uncertainty and information gaps
- Experience with SQL or similar data visualization tools
The base pay range for this role is $81,795.00 to $106,602.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
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. Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT.
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 JobAccommodationsunited.com to request accommodation.","industry":"Industry