Analyst - Innovation and Solutions

Role: Analyst - Innovation and Solutions III UALJP00015191
Location: Chicago, IL
Duration: 12+ Months

Job Description:

OVERVIEW/SUMMARY
Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience
Design and deliver solutions that bring an innovative approach and consider practical limitations
Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement
Map out current and future state processes, providing a clear vision for potential enhancements
Manage project timeline and budget commitments effectively
Support testing strategy for new processes and tools
Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations
Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned
Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments

TRAVEL
Some travel maybe required

KNOWLEDGE
Required
Proficient in research and requirement creation

SKILLS/ ABILITIES
Required
Strong verbal and written communication skills
Microsoft Office and analytical skills
Demonstrate agility managing through ambiguity and be adaptable in the face of change
Strong business acumen
Preferred
Demonstrated project planning and execution
Proficiency with Azure DevOps, Jira, or other agile work management tools

EDUCATION AND/OR BACKGROUND
Required
Bachelor's Degree or equivalent work experience

EXPERIENCE
Required
2+ years of airline customer service experience and/or project management experience
1-2 Agile/Scrum experience

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Role: Analyst - Innovation and Solutions III UALJP00015191
Location: Chicago, IL
Duration: 12+ Months

Job Description:

OVERVIEW/SUMMARY
Supports development and implementation of solutions to improve processes for Contact Center agents and tools. Successful candidates will work collaboratively across the organization, including the operational teams in the field, to ensure project and initiatives are executable for frontline teams. Develop a deep understanding of customer and employee personas, workflow, difficulties, and processes to garner subject matter expertise. This role includes supporting experiences across the customer and Contact Center journey, including initial bookings, servicing of customers travel needs, including seats, refunds, flight changes, upgrades, policy and procedure clarification and more.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Collaboratively support key projects that improve the employee experience and drive customer satisfaction within the contact center experience
Design and deliver solutions that bring an innovative approach and consider practical limitations
Conduct in-depth analysis of existing business processes to identify efficiency gains and areas for improvement
Map out current and future state processes, providing a clear vision for potential enhancements
Manage project timeline and budget commitments effectively
Support testing strategy for new processes and tools
Keep leadership informed of project health through regular status updates and contribute in the development of executive level presentations
Regularly spend time in the field to gauge operational needs and build relationships with Contact Center leaders to ensure priorities are appropriately aligned
Collaborate with training, change management, and communications teams to develop and deploy informative and actionable materials to support project updates and deployments

TRAVEL
Some travel maybe required

KNOWLEDGE
Required
Proficient in research and requirement creation

SKILLS/ ABILITIES
Required
Strong verbal and written communication skills
Microsoft Office and analytical skills
Demonstrate agility managing through ambiguity and be adaptable in the face of change
Strong business acumen
Preferred
Demonstrated project planning and execution
Proficiency with Azure DevOps, Jira, or other agile work management tools

EDUCATION AND/OR BACKGROUND
Required
Bachelor's Degree or equivalent work experience

EXPERIENCE
Required
2+ years of airline customer service experience and/or project management experience
1-2 Agile/Scrum experience

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.