Experience & Insights Manager (Hybrid/Chicago)

Description

There's never been a more exciting time to join United Airlines. We're on a path towards becoming the best airline in the history of aviation. Our shared purpose - Connecting People, Uniting the World - is about more than getting people from one place to another. It also means that as a global company that operates in hundreds of locations around the world with millions of customers and tens of thousands of employees, we have a unique responsibility to uplift and provide opportunities in the places where we work, live and fly, and we can only do that with a truly diverse and inclusive workforce. And we're growing - in the years ahead, we'll hire tens of thousands of people across every area of the airline. Our careers include a competitive benefits package aimed at keeping you happy, healthy and well-traveled. From employee-run "Business Resource Group" communities to world-class benefits like parental leave, 401k and privileges like space available travel, United is truly a one-of-a-kind place to work. Are you ready to travel the world?



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.



Key Responsibilities:

The Insights-to-Action Manager is an exciting opportunity to make key strategic decisions and drive transformational projects based on business insights. Insights-to-Action is a key strategic organizational priority focused on driving initiatives that improve customer self-service and to reduce customer need for support.



This role will work closely with teams across United to improve our customers and employees experiences through significant data conversations, partner alignment, and an established methodology of insights-to-action.

• Lead insights-to-action portfolio including opportunity identification, prioritization, scoping, roadmap development, and benefits realization
• Collaborate with many teams, such as Operations Communications, Policy & Procedures, Tools & Applications, Customer Care, Baggage Recovery, and Service Delivery, to delineate improvements needed to ensure efficient customer experience
• Do in depth analysis, collecting and organizing abundant data to find correlations and opportunity, to delineate and prioritize improvements
• Prepare concise and compelling presentations
• Distill complex topics and confidently present in front of senior executives
• Advocate and champion customers and employees needs across teams
• Cultivate deep expertise on customer and employee friction points
• Align closely with business and operations partners, digital technology, and senior leadership
• Continually innovate to find opportunities for team to work more effectively and efficiently

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the "desired" qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What's needed to succeed (Minimum Qualifications):

• Bachelor's degree
• 4+ years experience with data driven transformational projects
• 4+ years experience in an operational role, ideally in a large, global contact center
• Strong intuition for business
• Experience with Contact Center operations
• High skill in data tables, including MS Excel
• Excellent analytical proficiency and creative problem solving skills
• Proven ability to collaborate, influence and motivate change in a sophisticated fast paced environment
• Strong project and process management skills with the ability to balance multiple priorities and projects
• Excellent communication skills and able to inspire change
• Ability to prepare executive level presentations and briefings
• 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 a crucial function of the position

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

• Master's degree

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact JobAccommodations@united.com to request accommodation.