About the role
Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.
Come join us to create what’s next. Let’s define tomorrow, together. Description
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
Supports stations and business partners in identifying solutions and implementing them for multiple lines of service. Tracks and supports system standards and performance to drive quality product delivery, achievement of customer satisfaction (NPS) goals and compliance with safety and regulatory requirements. May represent the organization in high visibility projects and programs (i.e., Customer Satisfaction, Resource Planning, Product Improvements, etc.). Supports company goals in delivering performance metrics, process improvements and meeting service standards. Leads development of dashboard and reporting to drive improved performance against established metrics. Leverage key insights of customer and employee feedback and line of service analytics to create customer / operational efficiency. Support business partner reviews with data and key performance insights. Ability to travel domestically and internationally up to 75%.
Continuously seek opportunities to drive operational performance and our customers’ travel experience by collaborating closely with stakeholders, understanding their needs, developing, and implementing innovative solutions through technology, process improvements, or enhancements to existing systems
Collaborates with external and internal stakeholders across varying time zones to design, construct, and launch key automation initiatives that align with the compa…
