Senior Analyst - eCommerce Requirements

United Airlines and United Express operate approximately 5,000 flights each day to more than 370 destinations throughout the world. With our more than 85,000 dedicated employees located worldwide, and the most comprehensive global route network in the industry, we’re committed to delivering excellent customer service and an enhanced travel experience.

The eCommerce Senior Analyst will manage the design and enterprise implementation of all new features, extensions/changes to current functionality, and develop the customer interaction strategy for all of United’s eCommerce channels including United.com, United mobile web, the United mobile app, and airport kiosks. Working with internal business stakeholders and technology, the Senior Analyst will translate business requirements into user stories and functional specifications which IT can develop from. The full range of activities will include working with key business partners, developing commercial direction, documenting requirements, and managing relationships with technical development partners and vendors to drive project management oversight.

* The eCommerce Senior Analyst has responsibility to act as the lead subject matter expert for the digital channels, lead functional teams to gather and document requirements, act as a liaison between commercial business stakeholders and technology * The position coordinates with strategic partners, technology project managers, external vendors and other internal stakeholders to ensure successful project implementations * Primary relationships will be with Technology, Loyalty, Marketing, Merchandising, Distribution, Airport Operations, Revenue Management and Customer Experience/Reservations * The Senior Analyst will deliver against their projects in a timely and cost effective manner such that new functionality delivers against the business case objectives * The eCommerce Senior Analyst will have primary responsibility for the development and deployment of website, mobile app, and kiosk functionality * Major features included in the scope of this area include: reservation management, check-in, ancillary products, changes/refunds, transactional emails, flight status and related optimization and admin systems * Management of assigned projects and fostering of successful delivery of projects that contribute to the overall objectives will be a factor in the accomplishments of this role * These products should deliver revenue and/or cost saving benefit while solving real customer needs and improving customer satisfaction * The successful candidate will be expected to understand broad principles of airline and ecommerce management disciplines, including sales, revenue management and accounting, reservations, product development, marketing and IT/technology development * This position is responsible for working together with these resources and communicating the project status to management and stakeholders throughout the development lifecycle * This team is the primary coordination group for project delivery through United’s Technology team and external vendors

* Knowledge of eCommerce required * Excellent organizational and analytical skills with strong technical and communication abilities required * Experience working in agile product development preferred * Detailed knowledge of airline information systems preferred Education * BA/BS or equivalent work experience required Experience * Minimum 2 years of experience in eCommerce required * Experience working with numerous internal stakeholders required * 2-4 years driving implementation of new vendor / product deployments, coordinating large teams preferred * Leadership/Supervisory experience preferred Other * The successful candidate should also enjoy a challenging and fast-paced environment and possess excellent interpersonal and leadership skills * Must be legally authorized to work in the United States for any employer without sponsorship * Successful completion of interview required to meet job qualification * Reliable, punctual attendance is an essential function of the position