Director – Dt, Analytics Innovation, Customer & Generative Ai

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?

We believe that inclusion propels innovation and is the foundation of all that we do. United's Digital Technology team spans the globe and is made up of diverse individuals all working together with innovative technology to build the best airline in the history of aviation. Our team designs, develops and maintains massively scaling technology solutions brought to life with innovative architectures, data analytics, and digital solutions.

Job overview and responsibilities

The Director, Analytics Innovation, Customer & Generative AI is a pivotal leadership role with a strong customer focus, responsible for partnering with customer organizations to solve complex business problems on digital channels. This role encompasses leading the design and implementation of innovative solutions using advanced analytics and Generative AI techniques, with a particular emphasis on personalization, customer strategy, support, and advocacy. The Director will also spearhead the organization's Generative AI program, driving the development and implementation of AI-driven solutions across all of United to address challenges, enhance satisfaction and increase efficiency. This position requires exceptional leadership, program management, and communication skills, coupled with expertise in advanced analytics methodologies and Generative AI technologies. The ideal candidate will demonstrate a proven ability to drive innovation and business growth through advanced analytics and Generative AI.

 

·       Establish priorities, plans, and implementation processes within Digital Technology in partnership with business leaders.

·       Guide team in scalable application of data science, machine learning, Generative AI, etc. managing development and implementation of appropriate analytical techniques to solve critical business problems with measurable enterprise impact. 

·       Proactively communicate with stakeholders, seeking feedback for continuous improvement and value/impact alignment.

·       Builds strong relationships and strategic partnerships with senior leaders to facilitate impact and change.

·       Apply business expertise in customer-centric solutions benchmarking similar capabilities.

·       Effectively communicate solutions or insights to senior leadership and across the company demonstrating understanding of customer portfolio as well as AI/ML art of the possible. Develop new sources of business while maintaining a pipeline of potential engagements.

·       Strategically lead and manage United’s Generative AI program by overseeing program planning, process management, execution, resource allocation, and budget management. Engage with stakeholders to identify opportunities for applying Generative AI techniques. 

·       Manage risk, establish, and monitor performance metrics, build, and develop high performing cross-functional teams and drive continuous improvement in Generative AI processes and methodologies.

·       Provide leadership development to build high caliber leaders and high performing teams who excel in coaching and feedback, change management, negotiation and influence, customer service, application, and activation of advanced analytics.

·       Create significant positive value and impact on United’s bottom-line and effectively track and communicate value/impact realized.

·       Recruit, train and retain high-quality staff with strong business acumen and technical skills including data science, machine learning and Generative AI with the spirit of ongoing, continuous learning.

This role is Hybrid to Chicago and will require approx. 10-20% travel.

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 those boxes! We are always looking for individuals who will bring something new to the table! 

Qualifications

What’s needed to succeed (Minimum Qualifications):

·       Bachelor's degree; Engineering or quantitative field with specialization in data science.

·       12+ years of related work experience.

·       6+ years of experience leading professional teams to build large-scale advanced analytics systems.

·       2+ years of managerial/supervisory experience including budgeting, recruitment, and people management.

·       In-depth experience or end to end understanding of at least one business area and extensive experience with at least one other business area.

·       Demonstrated ability to influence business strategy.

·       Experience in managing medium to high-risk project.

·       5+ years of large-scale data science application in driving business outcomes.

·       Demonstrated experience in activation of data science in a large variety of business areas and through multiple digital channels.

·       Subject matter expert of multiple business areas to guide a team and create cross-functional viewpoints on a subject matter.

·       Strong analytical ability applies analytical and pro-active thinking to client agenda to ensure robust, appropriate, value-add business solutions.

·       Demonstrates flexibility, creativity, and innovation in generating solutions and recommendations.

·       Strong program and project management and execution skills.

·       Significant interpersonal and people skills; excellent consulting and communication skills.

·       Demonstrated ability to build strong client and stakeholder relationships.

·       Able to constructively engage, negotiate, resolve conflict, and influence leaders.

·       Able to adapt to changing business environment.

·       Demonstrated ability to develop new sources of business while maintaining a pipeline of potential engagements.

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

·       Master’s degree in a quantitative field; Data Science or ML Engineering curriculum.

·       5+ years of experience in developing advanced analytics solutions on various digital channels.

·       Airline Operations knowledge.

·       Change management expert.

 

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 JobAccommodations@united.com to request accommodation.

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