Senior Business Analyst - Digital Products (Chicago or Houston)

About this role

Achieving our goals starts with supporting yours. Grow your career, access top-tier health and wellness benefits, build lasting connections with your team and our customers, and travel the world using our extensive route network.


Come join us to create what’s next. Let’s define tomorrow, together.


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 continu...