Analyst – Service Analytics & Insights

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Description

The Analyst – Service Analytics & Insight is responsible for transforming operational and customer data into actionable insights that drive performance, improve the customer experience, and support strategic decision-making.

 

This role serves as a key partner to global service delivery, technology, and leadership teams by analyzing trends, identifying opportunities for improvement, and developing reporting and performance measurement solutions. Through advanced analytics, data visualization, and business intelligence tools, the analyst helps optimize service delivery, enhance operational effectiveness, and support performance improvement initiatives.

 

The position also plays a critical role in communicating findings and influencing data-driven decisions across the organization.

 

Job Overview and Responsibilities

• Create, enhance, and automate operational dashboards, reports, scorecards, and performance tools that provide actionable insights to customer support frontline teams, leadership, and support organizations

• Gather, validate, and analyze data from relational databases, enterprise systems, and third-party platforms (e.g., Cisco, Cresta) to support performance management, customer experience, and operational decision-making

• Build and apply advanced analytical models, including text and sentiment analytics, to identify customer and operational trends and translate findings into meaningful recommendations for business leaders

• Conduct ad hoc analyses, forecasting, and business-impact assessments to help leadership understand operational performance, customer experience trends, and potential implications of strategic decisions

• Prepare executive-level presentations and reports that clearly communicate insights, recommendations, and business outcomes. clearly communicate insights, recommendations, and   

• Utilize AI tools (e.g., Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity) to enhance daily work efficiency

 

This position is offered on local terms and conditions.  Expatriate assignments and sponsorship for employment visas, even on a time-limited visa status, will not be awarded. This position is for United Airlines Business Services Pvt. Ltd - a wholly owned subsidiary of United Airlines Inc.

Qualifications

What’s needed to succeed (Minimum Qualifications):

• Bachelor's Degree or 4 years of relevant work experience
• A quantitative discipline like Applied Mathematics, Statistics
• 2+ years experience in Service / Customer Support Operations Analysis based role
• Statistical and Analytical Skills
• Data Visualization and Design Experience
• Advanced Knowledge in MS Office
• Proficient in writing queries using SQL or similar technologies/languages
• Data Visualization experience with Tableau or adjacent programs
• Familiarity with Generative AI concepts and prompt writing
• Exposure to AI platforms such as Microsoft Copilot, ChatGPT, Gemini, Claude, Perplexity, and NotebookLM
• Fluent in English
   

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

• Master's degree
• 2+ years experience in Operations Analysis
• Airline Experience
• LSS Green Belt or Black Belt
• Project Management Skills
• Strong Leadership with Effective Oral, Written and Interpersonal Skills
• Continuous Improvement Mindset
• Hands-on experience using AI tools in projects, internships, or work environments.
• Knowledge of automation platforms such as Power Automate, Copilot Studio, Zapier, or n8n