Senior Analyst - Customer Strategy & Innovation (Chicago or Houston)

United; Chicago (IL); On-site; USD 82,000 - 107,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Parental leave

401(k) and flight privileges

Paid holidays

Paid time off

Employee assistance program

Job summary

United is seeking a Customer Contact Center Operations Specialist to lead end-to-end performance improvement initiatives across Service Delivery and related partners. You will translate opportunities into actionable project plans and drive execution to improve efficiency and customer experience.

The role requires strong analytical skills, project management experience, and knowledge of MS Office tools. A Bachelor's degree or 4 years of relevant experience is required, along with US work

Qualifications

• Bachelor's degree or 4 years of relevant work experience.
• ,
• ],
• job_responsibilities_description=["Leads end-to-end execution of performance improvement initiatives within Service Delivery, ensuring structured delivery, cross-functional alignment, and measurable operational impact.","Translates identified opportunities into actionable project plans and drives execution across Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners.","Integrates analytical insights and policy requirements into practical, scalable solutions that improve efficiency, customer experience, and agent workflows.","Ensures initiatives are delivered on time, grounded in data, and adopted effectively by the operation.","Improve agent performance through SOP compliance, decrease in quality defects, and improved resolution rates."]
• CoT_job_summary_short|
• job_summary_short|
• Not Provided
• Not Provided
• Not Provided
• [{

Responsibilities

• Leads end-to-end execution of performance improvement initiatives within Service Delivery, ensuring structured delivery, cross-functional alignment, and measurable operational impact.
• Translates identified opportunities into actionable project plans and drives execution across Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners.
• Integrates analytical insights and policy requirements into practical, scalable solutions that improve efficiency, customer experience, and agent workflows.
• Ensures initiatives are delivered on time, grounded in data, and adopted effectively by the operation.
• Be the voice of the customer by identifying pain points and recommending ways to improve the customer experience

Skills

Strong analytical skills

Strong written and verbalcommunication

Data presentation

Project management

MS Office proficiency

Call center operations knowledge

Work authorization in the US

Analytical storytelling

Education

Bachelor's degree or 4 years of relevant work experience

Tools

MS Excel

MS PowerPoint

MS Word

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

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Job Overview and Responsibilities

Leads end-to-end execution of performance improvement initiatives within Service Delivery, ensuring structured delivery, cross-functional alignment, and measurable operational impact. This role translates identified opportunities into actionable project plans and drives execution across Service Delivery, Ops, QA, Training, Policy, Quality, and Technology partners. It integrates analytical insights and policy requirements into practical, scalable solutions that improve efficiency, customer experience, and agent workflows. The role ensures initiatives are delivered on time, grounded in data, and adopted effectively by the operation.

• Improve agent performance through initiatives that drive SOP compliance, decreases in quality defects, and improvement in resolution rates.
• Manage strategic initiatives that make agents and processes better and more efficient, including timelines, action items, documentation, and meeting coordination
• Develop and lead pilot/test programs by preparing materials, collecting feedback, tracking data, and developing go / no-go recommendations and plans.
• Keep everyone informed with clear updates, presentations, and tracking of tasks to ensure projects stay on track
• Be the voice of the customer by identifying pain points and recommending ways to improve the customer experience

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree or 4 years of relevant work experience
• Strong analytical and problem solving skills
• Strong written and verbal communication skill
• Experience presenting analytical data in a visual, easy-to-digest format using MS PowerPoint
• Experience in project management
• Solid understanding and working knowledge of MS Office tools (especially Excel, Powerpoint, Word).
• Contact Center Performance Management
• Strong analytical and problem solving skills
• Strong communication skills
• Knowledge of MS Office tools (Excel, Word, Power Point)
• Knowledge of call center operations
• 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):

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. 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]