Analyst Service Analytics And Insights

United Airlines India Knowledge Center; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

United Airlines India Knowledge Center seeks an Analyst in Service Analytics & Insight to transform operational and customer data into actionable insights that improve performance and customer experience. You will partner with global delivery, technology, and leadership to analyze trends, build dashboards, and support strategic decisions.

Responsibilities include creating automated dashboards, gathering data from databases and third-party platforms, applying advanced analytics and sentiment

Qualifications

• Bachelor's degree or 4 years of relevant work experience.
• A quantitative discipline like Applied Mathematics, Statistics.
• 2+ years experience in Service / Customer Support Operations Analysis based role.
• Statistical and Analytical Skills.
• Data Visualization and Design Experience.
• Advanced Knowledge in MS Office.
• Proficient in writing queries using SQL or similar technologies/languages.
• Data Visualization experience with Tableau or adjacent programs.
• Familiarity with Generative AI concepts and prompt writing.
• Exposure to AI platforms such as Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM.
• Fluent in English.

Responsibilities

• Create, enhance, and automate operational dashboards, reports, scorecards, and performance tools for customer support frontline teams and leadership.
• Gather, validate, and analyze data from relational databases, enterprise systems, and third-party platforms to support performance management and decision-making.
• Build and apply advanced analytical models, including text and sentiment analytics, to identify trends and translate findings into recommendations for leaders.
• Conduct ad hoc analyses, forecasting, and business-impact assessments for leadership to understand performance and customer experience trends.
• Prepare executive-level presentations and reports that clearly communicate insights, recommendations, and outcomes.
• Utilize AI tools (e.g., Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity) to enhance daily work efficiency.

Skills

Fluent in English

Statistical & analytical skills

Data visualization experience

MS Office proficiency

SQL/writing queries

Generative AI concepts familiarity

Education

Bachelor's degree or 4 years of relevant work experience

Quantitative discipline (Applied Mathematics / Statistics)

Master's degree (preferred)

Tools

Tableau

Job description

Job Description:

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.

Come join us to create what’s next. Let’s define tomorrow, together.

Description

The Analyst – Service Analytics & Insight is responsible for transforming operational and customer data into actionable insights that drive performance, improve the customer experience, and support strategic decision-making.

This role serves as a key partner to global service delivery, technology, and leadership teams by analyzing trends, identifying opportunities for improvement, and developing reporting and performance measurement solutions. Through advanced analytics, data visualization, and business intelligence tools, the analyst helps optimize service delivery, enhance operational effectiveness, and support performance improvement initiatives.

The position also plays a critical role in communicating findings and influencing data-driven decisions across the organization.

Job Overview And Responsibilities

• Create, enhance, and automate operational dashboards, reports, scorecards, and performance tools that provide actionable insights to customer support frontline teams, leadership, and support organizations
• Gather, validate, and analyze data from relational databases, enterprise systems, and third-party platforms (e.g., Cisco, Cresta) to support performance management, customer experience, and operational decision-making
• Build and apply advanced analytical models, including text and sentiment analytics, to identify customer and operational trends and translate findings into meaningful recommendations for business leaders
• Conduct ad hoc analyses, forecasting, and business-impact assessments to help leadership understand operational performance, customer experience trends, and potential implications of strategic decisions
• Prepare executive-level presentations and reports that clearly communicate insights, recommendations, and business outcomes. clearly communicate insights, recommendations, and
• Utilize AI tools (e.g., Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity) to enhance daily work efficiency

This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's Degree or 4 years of relevant work experience
• A quantitative discipline like Applied Mathematics, Statistics
• 2+ years experience in Service / Customer Support Operations Analysis based role
• Statistical and Analytical Skills
• Data Visualization and Design Experience
• Advanced Knowledge in MS Office
• Proficient in writing queries using SQL or similar technologies/languages
• Data Visualization experience with Tableau or adjacent programs
• Familiarity with Generative AI concepts and prompt writing
• Exposure to AI platforms such as Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM
• Fluent in English

What will help you propel from the pack (Preferred Qualifications):

• Master's degree
• 2+ years experience in Operations Analysis
• Airline Experience
• LSS Green Belt or Black Belt
• Project Management Skills
• Strong Leadership with Effective Oral, Written and Interpersonal Skills
• Continuous Improvement Mindset
• Hands-on experience using AI tools in projects, internships, or work environments.
• Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n

Requirements: