Senior Business Analyst - Digital Products (Chicago or Houston)

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Description

Caring is one of United’s most important principles. And no one exemplifies that more than our Customer Contact Center team, who helps our customers with everything from booking and managing reservations, to questions about their travel, MileagePlus accounts, and so much more! Are you a people person? Do you get fulfillment from helping others? Then join a team that cares for our customers and makes a positive impact on their travel experience, every single day.

Job Overview and Responsibilities

This role focuses on improving the customer and employee experience through digital product and development within the Customer Contact Centers. Working with cross-functional teams on highly visible, high-value initiatives, the role serves as a subject matter expert in digital product experience, leveraging AI and emerging technologies to streamline workflows, improve business processes, and deliver forward-thinking capabilities that increase efficiency and productivity.

• As the Digital Product Analyst for Customer Contact Center digital products, this role partners with stakeholders to understand current product experiences and business processes, leverage AI and emerging technologies to define future-state capabilities, and translate business needs into clear user stories and acceptance criteria
• The role owns and prioritizes the product backlog, supports sprint planning and refinement, validates delivered functionality, and ensures outcomes align with product goals and deliver business value
• Working closely with UX, Development, and QA teams, the Digital Product Analyst monitors progress, helps remove obstacles, and drives continuous improvement through customer and employee feedback, operational insights, and data-driven decision-making
• Manage projects from planning through delivery by developing project plans, monitoring progress and performance, and maintaining clear communication with stakeholders and partners
• Proactively identify and manage risks, dependencies, and issues to support successful outcomes
• Leverage customer and employee insights, AI-driven analytics, and operational data to make informed, customer-centric decisions that enhance products, optimize processes, and improve the overall experience

• Partner with Training and Change Management teams to ensure new processes, capabilities, and innovations are effectively transitioned, communicated, and adopted across the organization, enabling successful implementation and sustained business value

What’s needed to succeed (Minimum Qualifications):

• Bachelor's degree
• 3–4 years of relevant professional experience in business analysis, digital product management, process improvement, or related field
• Experience creating and writing user stories and detailed business requirements

• Excellent written and verbal communication skills

• Strong working knowledge of customer and employee service flows

• Strong project management and problem resolution skills

• Ability to adapt to changing business environment and priorities

• Ability to grow as a subject matter expert

• Competency in Microsoft applications including Word, Excel, PowerPoint and Outlook, Microsoft teams

• A track record of following through on commitments.

• Strong organizational and time management skills.

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

• BS Industrial Engineer or Information Technology or Human computer interaction/Information Retrieval,
• 3–5 years of relevant professional experience in business analysis, digital product management, process improvement, or related fields
• 1–2 years of experience working in Agile and Scrum environments
• Experience developing process maps, journey maps, and swim lane diagrams to document and improve business processes
• Knowledge of and experience collaborating with cross-functional business areas and internal stakeholders preferred
• Experience with Salesforce platforms and AI-powered agent assistance solutions, including case management, workflow automation, and customer service technologies. Customer support / contact center experience as a plus

The base pay range for this role is $81,795.00 to $106,602.00.
The base salary range/hourly rate listed is dependent on job-related, factors such as experience, education, and skills. This position is also eligible for bonus and/or long-term incentive compensation awards.
You may be eligible for the following competitive benefits: medical, dental, vision, life, accident & disability, parental leave, employee assistance program, commuter, paid holidays, paid time off, 401(k) and flight privileges.
United Airlines is an Equal Opportunity Employer. We recruit, employ, train, compensate, and promote without regard to race, color, religion, national origin, gender identity, sexual orientation, disability, age, veteran status, or any other protected category under applicable law. We provide reasonable accommodations for applicants and employees with disabilities. To request an accommodation, contact JobAccommodations@united.com