Customer Insights Analyst Jobs in Illinois

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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

Supports stations and business partners in identifying solutions and implementing them for multiple lines of service. Tracks and supports system standards and performance to drive quality product delivery, achievement of customer satisfaction (NPS) goals and compliance with safety and regulatory requirements. May represent the organization in high visibility projects and programs (i.e., Customer Satisfaction, Resource Planning, Product Improvements, etc.). Supports company goals in delivering performance metrics, process improvements and meeting service standards. Leads development of dashboard and reporting to drive improved performance against established metrics. Leverage key insights of customer and employee feedback and line of service analytics to create customer / operational efficiency. Support business partner reviews with data and key performance insights. Ability to travel domestically and internationally up to 75%.

• Continuously seek opportunities to drive operational performance and our customers’ travel experience by collaborating closely with stakeholders, understanding their needs, developing, and implementing innovative solutions through technology, process improvements, or enhancements to existing systems

• Collaborates with external and internal stakeholders across varying time zones to design, construct, and launch key automation initiatives that align with the company’s strategic goals. Monitor project progress, report on milestones, and deliver results within specified timelines. Ensure the successful integration of new tools with existing operational frameworks

• Gather, analyze, and communicate performance data to generate actionable insights supporting business partner improvement initiatives, strategies, and resource optimization

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Associates degree or

  1 year of relevant work experience

• 
  Strong proficiency in Microsoft 365 apps (Power BI/Power Automate/Planner/Lists/Copilot), MS Office Suite

• Strong analytical, data capabilities and technical writing skills

• Strong attention to detail required

• Ability to develop, meet and manage multiple priorities and timelines

• High desire to proactively initiate ideas, influence change, communicate and present to all company levels

• Must be legally authorized to work in the United States for any employer without sponsorship

• Successful completion of interview required to meet job qualifications

• Reliable, punctual attendance is an essential function of the position

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

• Bachelor's degree

• 2 years of relevant work experience

• Understanding of Airport Operations

• Familiarity with operational metrics

• 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

The base pay range for this role is $66,500.00 to $86,616.00.
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