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United Airlines Intern – Customer Analytics, Programs & Strategy (Summer 2022) in Chicago, Illinois

Company Overview

At United Airlines, we’re connecting people and uniting the world. We've paired the world's most comprehensive route network with our modern fleet, the most fuel-efficient among U.S. network carriers (when adjusted for cabin size). We have seven US hub locations in Chicago, Denver, Houston, Los Angeles, New York/Newark, San Francisco and Washington, D.C. With over 350 destinations worldwide and as an original founding member of the Star Alliance, the world is truly yours.

The time is right to join United. We're poised to come out of the pandemic as the world’s leading airline. If you are a dedicated individual who is ready to move your career in a positive new direction, United Airlines is the place for you.

For more information, visit www.united.com

Customer Analytics, Programs & Strategy Overview

CAPS is one of the newer organizations at United Airlines and falls within our Customer Organization, supporting the strategy, insights, analytics, and projects for all of our customer-facing groups, including Airport Operations, Inflight Services, Customer Contact Centers, Catering Operations, and Premium Services. This integrated organization focuses on providing a consistent, positive travel experience at every point in the customers’ journey from booking their flight, navigating through the airport, enjoying the United club, and their on-board experience. CAPS employees work closely with other organizations to oversee programs and analytics that shape insights into our Customer and Employee experience.

Job Description

During your summer experience, you will be fully immersed into our collaborative culture that is built on diversity of thought. Our teams will be looking for your curiosity and your unique point of view. Our internship provides hands-on, real-world experience. As an intern with United, you are more than a student – you are a member of our team.

You'll have the opportunity to work on projects that impact our customer experience--we carry over 350,000 passengers per day on over 4,000 flights to 337 worldwide destinations.

Throughout the course of the program, interns will be responsible to their respective manager, but there may also be opportunities or projects that have emphasis or travel to other hub or line station cities within our network.

This role requires business intuition, a working knowledge of analytical tools and a passion for delivering a positive, consistent and seamless customer experience. We are seeking creative, driven and detail-oriented individuals who enjoy tackling tough problems with data and insights. Individuals who have a curiosity and desire to solve problems are encouraged to apply.

Specific projects may include:

  • Tracking and analyzing customer data from multiple sources in order to assist with data linkages, reporting, and dashboard development

  • Collaborating with internal teams to review feedback and insights, recommend changes for implementation, and action on those that deliver a positive, consistent, and seamless customer experience

  • Serve as an internal consultant, providing business analyses to management of various operating divisions on challenges and opportunities facing the airline. This may include one or more of the following: project management, customer insights & analytics, irregular operations analysis, or customer operations analysis

  • Potential assignments include analyzing operational performance, developing strategic plans, establishing performance metrics, providing insights into the customer experience, and conducting cost-benefit analyses on programs within the Customer Organization

Required

  • Strong analytical skills/proficient with Microsoft Excel and PowerPoint

  • Reliable, punctual attendance is an essential function of the position

  • Excellent written and verbal communication skills

  • Strong quantitative and problem-solving skills

  • Ability to handle simultaneous projects and adapt to a fast-paced, changing environment

  • Solid interpersonal skills with a focus on teamwork

  • Applicant must be a current undergraduate student with an anticipated future graduation

  • Intern duration is summer 2022

  • Position is located in Chicago, IL; there may be flexibility with remote summer work based on environmental conditions

  • Applicant must be legally authorized to work in the United States for any employer without sponsorship or future sponsorship for a full/part time position

  • Reliable, punctual attendance is an essential function of the position

  • Experience using SQL preferred

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

Division: 26 Customer Experience & Anlytics

Function: Customer Service Delivery / Customer Service Solutions

Equal Opportunity Employer – Minorities/Women/Veterans/Disabled

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