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 The Senior Analyst - Digital Optimization will be responsible for the analytics and insights that drive the direction of our customer-facing digital products. We use Test & Learn experimentation as the backbone of our operating model, meaning this individual is in charge of measuring experimental data, deriving meaningful insights, and ensuring integrity of high-volume customer data/analysis. This individual will engage with cross-functional teams to facilitate insight-driven decisioning, innovative thinking, and rapid experimentation to test and learn new and improved customer experiences. This is a Chicago-based, hybrid position that will require 2-3 days in office weekly.
- Rigorous measurement of experiments and campaigns to build a data-driven story that conclusively and effectively communicates the outcome
- Identifying optimization opportunities through data analysis and hypothesis generation, then designing support for experiments to successfully test hypotheses
- Analysis to drive digital channel experience recommendations that improve channel throughput and customer experience
- Develops the approach and methods to define and solve digital and traveler problems through quantitative and qualitative analysis, using an array of traditional and untraditional methods across the spectrum of user research, data science, and experimentation
- Presenting data-driven insights to executive leadership and business stakeholders to ensure best practices are shared across our digital channels
- Contributes to leadership-level presentation content and helps tell the story through insights and data
- Works with User Experience (UX) designers to ensure designs convey story intent
- Works with Dev and QA to ensure proper data flow into analytics tools and the boundaries of any given experiment
- Writing business cases and managing work flow to ensure timely and successful completion of experiments
What’s needed to succeed (Minimum Qualifications):
- Bachelor's degree
- 2+ years of related experience or successful completion of United DT Early Career Digital Leadership Program (ECDLP)
- Advance skills using Google Analytics (Big Query), Quantum Metric, Enterprise Data, Tableau, and SQL
- High degree of proficiency with Excel and PowerPoint
- Have a strong quantitative background and passion for delivering data-driven insights
- Ability to multitask and reprioritize activities quickly and effectively
- Demonstrable business, technical, verbal/written communication, presentation skills
- Comfortable presenting to executive-level stakeholders and capable communicating with team members from all over the enterprise
- 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
- Advanced degree in statistics, analytics, or other related quantitative discipline involving quantitative analysis
- Experience with experiment design and optimization methodology
- Certified Google Analytics Professional or the equivalent in a related web & mobile app analytics tool
- 1-2 years of work experience in eCommerce
- Possesses strong validation skills to complete root cause analysis through digital data analytics
- Experience and familiarity with writing business requirements