Senior Analyst, Customer Strategy & Innovation

United Airlines

Chicago, IL

On-site

Full-time

$82k - $107k

1d ago

Apt Insight

In this role, you will lead performance improvement initiatives for United’s Service Delivery organization, which supports the Customer Contact Center. You will turn analytical findings and policy requirements into practical projects intended to improve agent performance, operational efficiency, and the customer experience. You will coordinate work across partners such as Operations, Quality Assurance, Training, Policy, and Technology. The role includes managing project plans and pilots, tracking outcomes, and communicating progress so that initiatives are implemented and adopted effectively.

About United Airlines

United Airlines is a Chicago-headquartered airline with a global route network, seven U.S. hubs, and more than 100,000 employees according to its company description. It operates in the airline and air transportation industry and has an international loyalty program.

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Responsibilities

Lead end-to-end performance improvement initiatives within Service Delivery.

Manage project timelines, action items, documentation, and meetings for strategic initiatives.

Develop and lead pilots or tests, prepare materials, collect feedback, and track results.

Analyze initiative outcomes and provide go/no-go recommendations and implementation plans.

Coordinate execution with Operations, Quality Assurance, Training, Policy, Quality, and Technology partners.

Communicate project status through updates, presentations, and task tracking.

Identify customer pain points and recommend ways to improve the travel experience and agent workflows.

Qualifications

A bachelor’s degree or four years of relevant work experience.

Strong analytical and problem-solving skills.

Strong written and verbal communication skills.

Experience presenting analytical data in a clear visual format using Microsoft PowerPoint.

Project management experience and knowledge of contact center performance management.

Working knowledge of Microsoft Office tools, especially Excel, PowerPoint, and Word, and knowledge of call center operations.

Nice to Have

The listing does not specify preferred qualifications.

Experience coordinating cross-functional operational improvement projects would strengthen your application.

Experience designing pilots and using performance data to evaluate results would strengthen your application.

Work Environment

The position is listed as on-site and full-time.

The structured location is Chicago, Illinois; the job title also references Chicago or Houston.

You will work with the Customer Contact Center and cross-functional Service Delivery partners.

The listing emphasizes reliable, punctual attendance as an essential function of the position.

The listing does not specify working hours or routine travel requirements.

Benefits & Perks

The base salary range is $81,795 to $106,602 per year, depending on job-related factors; the position is also eligible for bonus and/or long-term incentive compensation awards.

Benefits may include medical, dental, vision, life, accident and disability coverage, parental leave, and an employee assistance program.

Additional listed benefits include commuter benefits, paid holidays, paid time off, a 401(k), and flight privileges.

The role offers experience leading measurable operational initiatives and coordinating across multiple business functions.