Senior Analyst – Digital Products

3 weeks ago

Chicago, Illinois, United States United Airlines Full time

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?

Contact Centers

Contact Centers assist customers with travel concerns, administer refunds, handle flight recovery, conduct quality assurance checks, and more.

Job overview and responsibilities



This role will strive to improve the customer and employee experience while delivering solutions through technology and process improvements in the Customer Contact Centers. This role will work with cross-functional, motivated teams on highly visible and valuable projects. Serve as an inspiring leader for business processes, developing forward-thinking functionality that promote efficiency and productivity.

  • Function as a product owner for Customer Contact Center products. Develop and maintain subject matter expertise in all product aspects including policies and procedures, NPS, and optimization initiatives
  • Understand the current business processes and define future state process
  • Implement key aspects of projects and programs by supporting the entire product lifecycle, including writing detailed business requirements; participating in agile rituals; analyzing data to ensure product features are aligned with objectives; working with user experience (UX) to ensure story intent; working with development (IT) and testing (QA) teams to understand the boundaries of a story; giving to the overall definition of strategy and scope, including working with business partners to understand the goals; and identifying and sharing opportunities for improvement across product and process
  • Define, document, and test real-world business use cases for the features and workflow with cross functional teams and business partners (Contact Centers, Digital Products, UX, Technology, Training, Operations, Customer Experience, Marketing, Loyalty, Sales, and more)
  • Finds opportunities for improvement across product, process, and team
  • Lead projects, develop project plans and monitor performance
  • Communicate openly with team members and partners throughout the project
  • Proactively identify and handle interdependencies and risks
  • Ensure that new processes/innovation are efficiently passed to training and organizational change partners to drive successful adoption
  • Leverage customer insights to make data-driven, customer-centric decisions
Qualifications
What's needed to succeed (Minimum Qualifications)
  • Bachelor's degree or equivalent experience
  • 3-4 years in business analysis or industrial engineering or information technology related fields
  • Experience crafting and writing detailed business requirements
  • Excellent written and verbal communication
  • Strong working knowledge of customer and employee service flows
  • Strong project management and problem resolution skills
  • Ability to adapt to changing business environment and priorities
  • Ability to grow as a dedicated authority
  • Proficiency in Microsoft applications including Word, Excel, and Outlook
  • A track record of following through on commitments
  • Strong organization and time management skills
  • 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):
  • BS Industrial Engineer or Information Technology
  • 3-5 years relevant work experience
  • 1-2 years Agile/Scrum experience
  • Process mapping experience, and/or swim lane exercise experience
  • Knowledge of other internal business groups

Equal Opportunity Employer - Minorities/Women/Veterans/Disabled/LGBT

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