Senior Manager - Customer Analytics (Hybrid)

Description

As a Senior Manager on 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. Our team is 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 analytics-oriented individuals who excel and influence others through research, analysis, insights, and storytelling. A successful candidate will need to be able to partner with a wide variety of stakeholders (e.g. Digital Technology, Airport Operations, Flight Shopping, Marketing & Product Development) to understand their business and learning objectives. Pursuing those learnings objectives, we use a variety of qualitative and quantitative methods to produce actionable insights. This leader should be comfortable, 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, as well as strong business acumen and storytelling/presentation skills.

This is a Chicago-based, hybrid role requiring 2-3 days in office weekly.

• 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.

Qualifications

What's needed to succeed (Minimum 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
• 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
• 2+ years of experience leading an analytics team
• 2+ years of experience working in airline industry
• Experience with visualization tools preferred
• Experience with project management tools (e.g., Miro, Jira, Confluence, etc.)
• Expertise with quantitative analysis tools and querying relational databases (SQL, R, Python)