Manager - Customer Insights & Analytics (Hybrid)

United Airlines; Chicago (IL); On-site; USD 102,000 - 133,000; Full time

Benefits offered by this job

Flight privileges

Medical, dental, vision

401(k) and other benefits

Parental leave

Job summary

United Airlines is seeking a senior analytics leader to influence multi-phased insights and strategy, driving improvements in the customer experience. You will manage projects across IRROPS, Commercial, and Airport domains, lead analysts, and partner with internal teams to implement data-driven actions.

The role demands strong business acumen, executive-level presentation skills, and expertise in SQL, Databricks, and visualization tools. Travel up to 10% is expected.

Qualifications

• Bachelor's degree required.
• 3+ years of experience in analytical role.
• Expert knowledge of Microsoft Excel and PowerPoint.
• Ability to develop sound insights across multiple data sources.
• Experience with SQL and Databricks.
• Ability to prepare executive level presentations.
• Willingness to travel up to 10%.

Responsibilities

• Manage active projects across customer experience to meet expectations.
• Lead a team of analysts to deliver insights and impact.
• Analyze and generate insights from structured and unstructured data.
• Collaborate with internal teams to review feedback and implement changes.
• Schedule and maintain trending reports and alerts for stakeholders.
• Extract data from diverse sources for analysis and ad-hoc reporting.
• Manage third-party analytics platforms to align with strategic initiatives.

Skills

Analytical mindset

Executive level presentation

SQL

Databricks

PowerBI

Spotfire

Text analytics

Machine learning

Predictive forecasting

Business acumen

Education

Bachelor's degree

Tools

Microsoft Excel

PowerPoint

SQL

Databricks

PowerBI

Spotfire

Text analytics tools

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

At 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

This role will influence a multi-phased insights and strategy that supports a continuous cycle of analyzing, interpreting, driving action and monitoring. Requires a passion for improving customer experience via excellent analytical abilities and strong business acumen. The role requires influencing internal and external business partners, using data, to make key strategic business decisions.

• Effectively manage active projects across the customer experience (i.e. IRROPS, Commercial, Airport, etc.) to help ensure that all engagements are delivered at or above team member expectations
• Lead and manage a team of analysts to deliver high-quality insights in a timely manner and deliver measurable impact
• Analyze and generate insights from structured and unstructured data
• Collaborate with internal teams to review feedback and insights, recommend changes for implementation, and action on those that deliver a positive, consistent and seamless customer experience
• Schedule and maintain trending reports and alerts to key business stakeholders that ultimately responsible for addressing business initiatives
• Extract data from a variety of sources for use in analysis and models; complete ad-hoc reporting and data analysis
• Manage and collaborate with third party analytics platforms to ensure output closely aligns with strategic initiatives to improve the customer experience

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• 3+ years of experience in analytical role (analysis, information science, data visualization or other relevant quantitative field)
• Expert knowledge of Microsoft Excel and PowerPoint
• Must have excellent analytical proficiency including ability to develop sound insights across multiple data sources
• Expertise with quantitative analysis tools and querying relational databases (SQL, Databricks)
• Ability to prepare executive level presentations
• Initiative, self-motivation and a strong sense of urgency are essential
• Must be legally authorized to work in the United States for any employer without sponsorship
• Up to 10% travel

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

• Master's degree
• Strong understanding of survey design and survey methodologies
• Familiarity with airline products and loyalty programs
• Text analytics experience
• Experience with PowerBI, Spotfire or other visualization tools
• Machine learning or predictive forecasting

  Demonstrates an understanding of the capabilities and limitations of generative AI tools and effectively leverages them for research, analysis, content creation, and problem-solving. Applies critical thinking to validate AI-generated outputs while adhering to company policies related to responsible AI use, data privacy, and security

  The base pay range for this role is $102,220.00 to $133,194.00.

  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. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact [e-mail]