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 Manager will partner with operating and technology groups across the customer strategy and innovation organization to problem solve customer and employee problems, enable our growth strategy, prioritize innovation opportunities within the gates experience. Lead a portfolio of initiatives in digital technology and process improvement through user research, proof of concept, business case justification and full-scale project implementation. Establish relationships with team members to build consensus, determine success metrics, define requirements, and successfully execute projects and enhancements. Ideate, prioritize, manage and execute a portfolio of complex cross-division projects from problem statement to idea and analysis stage, through development, testing, and roll-out. This is a Chicago-based, hybrid position that requires two days in office per week and up to 30% travel.

Develop a deep understanding of customer and employee personas, workflow, pain points and processes to garner subject matter expertiseDetermine and prioritize solutions to achieve success metrics and drive innovationWrite detailed requirements and user stories for development teams to effectively and efficiently build solutionsCollaboratively build relationships to drive partnerships that influence and improve solutions and outcomesCommunicate effectively with partners throughout project processPartner with organizational change management and training teams to drive adoption with new processes and technologyUpdate leadership and key stakeholders on initiatives - preparing and delivering presentations on a regular basis

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 Manager will partner with operating and technology groups across the customer strategy and innovation organization to problem solve customer and employee problems, enable our growth strategy, prioritize innovation opportunities within the gates experience. Lead a portfolio of initiatives in digital technology and process improvement through user research, proof of concept, business case justification and full-scale project implementation. Establish relationships with team members to build consensus, determine success metrics, define requirements, and successfully execute projects and enhancements. Ideate, prioritize, manage and execute a portfolio of complex cross-division projects from problem statement to idea and analysis stage, through development, testing, and roll-out. This is a Chicago-based, hybrid position that requires two days in office per week and up to 30% travel.

Develop a deep understanding of customer and employee personas, workflow, pain points and processes to garner subject matter expertiseDetermine and prioritize solutions to achieve success metrics and drive innovationWrite detailed requirements and user stories for development teams to effectively and efficiently build solutionsCollaboratively build relationships to drive partnerships that influence and improve solutions and outcomesCommunicate effectively with partners throughout project processPartner with organizational change management and training teams to drive adoption with new processes and technologyUpdate leadership and key stakeholders on initiatives - preparing and delivering presentations on a regular basis

What’s needed to succeed (Minimum Qualifications):

Bachelors degree4 years of relevant work experience requiredTravel up to 30% throughout the yearHighly skilled in Microsoft Office - particularly PowerPoint and ExcelAbility to use data and insights to drive understanding and decision makingFamiliarity working with technology development teamsStrategic planning and decision makingAbility to work with cross functional groupsStrong relationship building skillsProblem resolution and communication skillsAbility to motivate, drive vision, and provide leadership requiredThe ability to lead stakeholders through complex planning and implementation of initiativesMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

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

Masters degreeLean Six Sigma Green BeltProject management experience preferredKnowledge of other internal business groups preferredExperience with SQL and/or data visualization tools like Tableau

What’s needed to succeed (Minimum Qualifications):

Bachelors degree4 years of relevant work experience requiredTravel up to 30% throughout the yearHighly skilled in Microsoft Office - particularly PowerPoint and ExcelAbility to use data and insights to drive understanding and decision makingFamiliarity working with technology development teamsStrategic planning and decision makingAbility to work with cross functional groupsStrong relationship building skillsProblem resolution and communication skillsAbility to motivate, drive vision, and provide leadership requiredThe ability to lead stakeholders through complex planning and implementation of initiativesMust be legally authorized to work in the United States for any employer without sponsorshipSuccessful completion of interview required to meet job qualificationReliable, punctual attendance is an essential function of the position

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

Masters degreeLean Six Sigma Green BeltProject management experience preferredKnowledge of other internal business groups preferredExperience with SQL and/or data visualization tools like Tableau