Director - Customer Analytics

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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

As Director of the Customer Insights & Analytics team, you play a critical role in making United Airlines the "airline of choice" for more customers. We use a mixture of operational data and customer feedback to analyze performance and identify/prioritize opportunities to improve the customer experience across the full travel journey. You lead the team that serves as the central insights engine that enables stakeholders from across the enterprise to make informed decisions on behalf of our customers. This leadership role is an excellent opportunity to influence strategy and investment, and to see your insights put into action (not just a report). There is visibility and influence up to the highest levels of the company.

We are seeking curious, driven, and analytically-oriented individuals who excel at influencing others through analysis, insights, and storytelling. A successful candidate will need to be able to partner with a wide variety of stakeholders (e.g., Airport Operations, Network Planning, Corporate Real Estate, Contact Center, Digital Technology) to understand their business and learning objectives. Pursuing those learning objectives, we use a variety of qualitative and quantitative methods to produce actionable insights. This leader should be comfortable designing research studies, working with large/mixed datasets to extract insights, distilling our findings into recommendations for stakeholders, and packaging it all into a polished and cohesive story for senior executives.

This role requires an individual with excellent analytical abilities and strong business acumen. It also requires a strong team leader that is capable of balancing the project workload across an experienced team of insights professionals (split across Chicago and Delhi). This leader will also oversee the budget and external relationships associated with key partnerships related to Customer Experience (CX) management and measurement.

• 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, 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
• Coach, counsel, and motivate the team
• Sets and achieves individual and team goals as well as individual career development plans. Attract and retain top talent in this space
• 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, analytical methodologies or techniques

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor''s degree or 4 years of relevant work experience
• Familiarity with operational data impacting customers (e.g. flight statistics, network schedules, baggage statistics, employee tools, business partners)
• At least 8 years of related work experience
• At least 3 years of team leadership experience
• At least 6 years of experience in analytical role (analysis, information science, data visualization or other relevant quantitative field)
• Must have excellent analytical aptitude including ability to develop sound insights across multiple data sources
• Ability to prepare executive level presentations is required
• Ability to interact with all levels of management
• Initiative, self-motivation and a strong sense of urgency are essential
• Proficiency in Microsoft Excel and PowerPoint required
• 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):

• Master''s degree
• Understanding of airline operations, network scheduling, customer operations, and customer experience metrics (e.g. NPS, CSAT)
• Experience with visualization tools preferred
• Expertise with quantitative analysis tools and querying relational databases (SQL, R, Python)

The base pay range for this role is $159,790.00 to $207,998.00.

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 JobAccommodations@united.com