Find your future at United We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.

Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.

Create what’s next with us. Let’s define tomorrow together.

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.

Key Responsibilities:

As part of the Security Strategy team within the Customer Strategy and Innovation department, you will be responsible for developing the strategic direction of the customer experience for security checkpoints, such as TSA and CBP, and lead the implementation of new innovations in the airport. This requires key collaboration with United’s Digital Technology, Airport Operations teams, Government Affairs, CRE, Corporate Security, Facilitation, among others.

This individual will partner with operating groups across the customer service delivery organization to problem solve customer and employee difficulties, enable our growth strategy, prioritize innovation opportunities. Lead a portfolio of initiatives to include proofs of concept, business case evaluations, and full-scale project implementations. Establish relationships with team members to build consensus, execute projects successfully, and facilitate measurement of success. Ideate, project manage execute a prioritized portfolio of complex cross-divisional projects, from idea and analysis stage, through development, testing, and roll-out. This role is Chicago-based, hybrid with up to 30% travel.

Build relationships and improve collaboration in a way which allows us to partner on initiatives from the beginning and better influence outcomes as a resultCommunicate effectively with partners throughout project processEnsure that new processes/innovation is successfully passed to training and organizational change partners if needed, to drive successful adaptation of these initiativesUpdate leadership and key stakeholders on initiatives - preparing and delivering presentations on a regular basisEstablish and document business requirements for new innovations and collaborate with Digital Technology through project implementation Lead implementation of new technologies in the field and providing onsite support to Airport OperationsAct as liaison with Airport Operations and provide customer experience subject matter expertise for TSA, CBP and related security checkpoint activities

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes We are always looking for individuals who will bring something new to the table

Find your future at United We’re reinventing what our industry looks like, and what an airline can be – from the planes we fly to the people who fly them. When you join us, you’re joining a global team of 100,000 connected by a shared passion with a wide spectrum of experience and skills to lead the way forward.

Achieving our ambitions starts with supporting yours. Evolve your career and find your next opportunity. Get the care you need with industry-leading health plans and best-in-class programs to support your emotional, physical, and financial wellness. Expand your horizons with travel across the world’s biggest route network. Connect outside your team through employee-led Business Resource Groups.

Create what’s next with us. Let’s define tomorrow together.

At United, we care about our customers. To be the best airline in aviation history, we need to deliver the best service to our customers. And it takes a whole team of dedicated customer-focused advocates to make it happen From our Contact Center to customer analytics, insights, innovation, and everything in between, the Customer Experience team delivers outstanding service and helps us to run a more customer-centric and dependable airline.

Key Responsibilities:

As part of the Security Strategy team within the Customer Strategy and Innovation department, you will be responsible for developing the strategic direction of the customer experience for security checkpoints, such as TSA and CBP, and lead the implementation of new innovations in the airport. This requires key collaboration with United’s Digital Technology, Airport Operations teams, Government Affairs, CRE, Corporate Security, Facilitation, among others.

This individual will partner with operating groups across the customer service delivery organization to problem solve customer and employee difficulties, enable our growth strategy, prioritize innovation opportunities. Lead a portfolio of initiatives to include proofs of concept, business case evaluations, and full-scale project implementations. Establish relationships with team members to build consensus, execute projects successfully, and facilitate measurement of success. Ideate, project manage execute a prioritized portfolio of complex cross-divisional projects, from idea and analysis stage, through development, testing, and roll-out. This role is Chicago-based, hybrid with up to 30% travel.

Build relationships and improve collaboration in a way which allows us to partner on initiatives from the beginning and better influence outcomes as a resultCommunicate effectively with partners throughout project processEnsure that new processes/innovation is successfully passed to training and organizational change partners if needed, to drive successful adaptation of these initiativesUpdate leadership and key stakeholders on initiatives - preparing and delivering presentations on a regular basisEstablish and document business requirements for new innovations and collaborate with Digital Technology through project implementation Lead implementation of new technologies in the field and providing onsite support to Airport OperationsAct as liaison with Airport Operations and provide customer experience subject matter expertise for TSA, CBP and related security checkpoint activities

United values diverse experiences, perspectives, and we encourage everyone who meets the minimum qualifications to apply. While having the “desired” qualifications make for a stronger candidate, we encourage applicants who may not feel they check ALL of those boxes We are always looking for individuals who will bring something new to the table

What’s needed to succeed (Minimum Qualifications): BS/BA degree required4 years of work experience requiredSkilled in Microsoft Office - particularly PowerPoint and ExcelStrategic planning and decision makingAbility to work with cross functional groupsStrong relationship building skillsProblem resolution and communication skillsAbility to motivate, drive vision, and provide leadership requiredThe ability to lead stakeholders through complex planning and implementation of initiativesMust be legally authorized to work in the United States for any employer without sponsorshipUp to 30% travel is required

What will help you propel from the pack (Preferred Qualifications):MBA/master’s degreeLean Six Sigma Green BeltProject management experience preferredKnowledge of other internal business groups preferredExperience working with digital technology groups Airline experience preferred What’s needed to succeed (Minimum Qualifications): BS/BA degree required4 years of work experience requiredSkilled in Microsoft Office - particularly PowerPoint and ExcelStrategic planning and decision makingAbility to work with cross functional groupsStrong relationship building skillsProblem resolution and communication skillsAbility to motivate, drive vision, and provide leadership requiredThe ability to lead stakeholders through complex planning and implementation of initiativesMust be legally authorized to work in the United States for any employer without sponsorshipUp to 30% travel is required

What will help you propel from the pack (Preferred Qualifications):MBA/master’s degreeLean Six Sigma Green BeltProject management experience preferredKnowledge of other internal business groups preferredExperience working with digital technology groups Airline experience preferred