Head of Customer Insights & Analytics

United Airlines; Chicago (IL); Hybrid; USD 128,000 - 166,000; Full time

Job summary

United Airlines in Chicago, Illinois seeks a Senior Manager - Customer Analytics to lead the Customer Insights & Analytics function in a hybrid role with 2–3 days in office weekly. You will partner with Digital Technology, Airport Operations, Marketing & Product Development to derive actionable insights across the full travel journey.

This leadership role focuses on guiding strategy, influencing investments, and mentoring the analytics team to deliver executive-ready narratives for senior

Qualifications

• Bachelor's degree in Math, Engineering, Computer Science, Data Analytics or similar.
• 5+ years experience in research or analytical role (qualitative research, analysis, information science, data visualization, etc.)
• Demonstrated experience with data from customer surveys, and customer experience metrics (e.g. NPS, CSAT)
• Analytical aptitude including ability to develop sound insights across multiple data sources.
• Experience to preparing executive level presentations.
• Ability to work with all levels of leadership.
• Initiative, self-motivation and a strong sense of urgency are essential.
• Proficiency in Microsoft Excel and PowerPoint.
• Must be legally authorized to work in the United States for any employer without sponsorship.

Responsibilities

• Function as customer insights advocate and represent the customer’s voice in business decisions.
• Champion insights across all levels of the organization.
• Keep abreast of internal/external trends, provide leadership, research, analytics, business insight and be a strong influencer to drive customer experience improvements.
• Manage day-to-day operation of customer insights functions including identifying opportunities based on trend results and collaborating with stakeholders to drive actions.
• Help scope, structure, and execute projects. Manage deliverable timelines and stakeholder expectations.
• Effectively manage internal partnerships and external vendor relationships.
• Coach, counsel, and motivate the team to set and achieve individual and team goals as well as individual career development plans.
• Identify opportunities to enhance customer insights and drive productivity and efficiency with our team. Propose new questions or ideas, explore new data sources, identify new analyses, research methodologies or techniques.

Skills

Analytical thinking

Executive presentations

Excel

PowerPoint

Education

Bachelor's degree in Math, Engineering, Computer Science, Data Analytics or similar

Master's degree

Tools

Jira

Confluence

Miro

SQL

R

Python

Job description

United Airlines in Chicago, Illinois seeks a Senior Manager - Customer Analytics to lead the Customer Insights & Analytics function in a hybrid role with 2–3 days in office weekly. You will partner with Digital Technology, Airport Operations, Marketing & Product Development to derive actionable insights across the full travel journey.

This leadership role focuses on guiding strategy, influencing investments, and mentoring the analytics team to deliver executive-ready narratives for senior