Manager - Customer Strategy & Innovation

Description

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?

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.

Key Responsibilities:

The Lobby Strategy and Innovation team partners with groups across United to problem solve for the customer journey from check-in to security. Our team innovates and influences customer interfaces and processes to get the customer to security and gate side easier and faster, alleviating congestion and operational strain for our teams in the lobby. We do this with kiosks, the United app, employee tools, layouts/flows, static and digital signage. We maintain and improve upon previously launched products as well as explore new proofs of concepts.

This role will be focused on Lobby Optimization, including implementing product features on digital (kiosk, mobile app, website) to drive more self-service and efficiency and physical improvements (layout, signage, technology) to increase throughput.

• Build relationships and improve collaboration in a way which allows us to partner on initiatives from the beginning and better influence outcomes as a result. Communicate effectively with stakeholders and partners throughout project process
• Update leadership and key collaborators on initiatives - preparing and delivering presentations on a regular basis
• Ensure that new processes/innovation is optimally passed to training and change management partners if needed, to drive successful adaptation of these initiatives
• Ideate, project manage & execute a prioritized portfolio of complex cross-divisional projects, from idea and analysis stage, through development, testing, and roll-out

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes! We are always looking for individuals who will bring something new to the table!

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Strong relationship building skills
• Ability to work with cross functional groups
• Skilled in Microsoft Office - particularly Powerpoint and Excel
• Reliable, punctual attendance is a crucial function of the position
• Must be legally authorized to work in the United States for any employer without sponsorship
• Successful completion of interview required to meet job qualification
• The ability to lead partners through sophisticated planning and implementation of initiatives
• Strategic planning and decision making
• BS/BA degree
• Ability to empower, drive vision, and provide leadership
• 4 - 8 years of work experience
• Problem resolution and communication skills

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

• Project management experience
• Lean Six Sigma Green Belt
• Knowledge of other internal business groups
• MBA/Masters Degree

United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status and other protected status as required by applicable law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions. Please contact [email protected] to request accommodation WHQ00022705.