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United Airlines Senior Analyst - Above the Wing Customer Service Projects in Chicago, Illinois

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Global Operations, Strategy, Planning & Design

One of United’s newest departments, GOSPD handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.

Job overview and responsibilities

Responsible for development and implementation of projects to improve airport tools and processes for above-the-wing activities. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. This role includes experiences across the journey, including lobby, gate, and during IRROPs scenarios.

  • Execute key projects in a collaborative manner that improve the employee experience, support commercial goals and drive customer satisfaction with the airport experience.

  • Design solutions that bring an innovative approach and considers practical limitations

  • Lead cross-functional teams to successfully manage and coordinate implementation plans

  • Manage project timeline and budget commitments effectively

  • Keep leadership informed of project portfolio and health through regular status updates and executive level presentations.

  • Regularly spend time in the field to gauge operational needs and build relationships with AO leaders to ensure priorities are appropriately aligned.


  • Bachelor's Degree or equivalent work experience

  • 2+ years of operations experience and/or project management

  • Customer Service

  • Strong verbal and written communication skills

  • Demonstrated project planning and execution

  • Microsoft Office and analytical skills

  • Demonstrate agility managing through ambiguity and be adaptable in the face of change

  • Strong business acumen

  • 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


  • Airport Operations

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

Division: 81 Global Ops Strategy/Plng Dsgn

Function: Customer Svc Delivery / Cust Svc Solutions / Global Ops Strat Plang & Design

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled