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Customer Experience & Analytics
The Customer Experience & Analytics team empowers stakeholders with timely and relevant data driven insights to help run a more customer centric and dependable airline
Job overview and responsibilities
United Airlines’ Operations Analysis department is responsible for operational factors and supporting future schedule development to ensure customer satisfaction and network reliability (completed flights that depart and arrive on time). The key objectives are to improve performance by conducting analyses on operational and customer factors which include flight times, delay insights, customer journey, bags, air traffic control, aircraft maintenance and routing, ground time, airport staffing, airport congestion and construction, fuel utilization, irregular operations, etc.
The Manager will lead the Operations Analysis team in India Knowledge Center to provide analytical support to United leadership with the goal of enabling better operational decisions that improve customer NPS, flight completion rate, on-time performance, delay drivers and cost. The team will also support story boarding, data engineering, new tool development, KPI design, dashboard creation and automation for operational leaders and groups of United.
- Provides leadership to a 2-4 member team (analysts)
- Provide analytical support to leadership on day-to-day functions that helps them make data driven decisions and answer key questions from the eTeam
- Design meaningful metrics that indicate operational health and inform operational decisions
- Build high-quality story decks, dashboards, tools and reports for leadership, eTeam, front-line management, and individual business teams throughout the organization
- Automate existing manual reports and processes to improve throughput
- Document the data landscape, maintain an inventory of reports, and plan for report consolidation, elimination, and/or improvement
- Curate tables and views that serve as the "single source of truth" for Uniteds reliability data
- Continuously interface with various business groups throughout operations and customer teams to understand organizational needs and design solutions
This position is offered on local terms and conditions. Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded.