Manager - Customer Insights & Analytics (Hybrid)

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

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