Description

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

United's Customer Operations Strategy & Execution (COSE) department, handles premium services, ground experience, program management, customer analytics and insights, customer service innovation, and more.

The Customer Insights and Analytics team within the COSE department collaborates with various Hubs (airports) and product teams (such as Check-in, Gate & Boarding, Inflight, F&B, etc.). Our goal is to amplify customers' voices and understand their choices and behavior to influence business strategies and maximize United's return on customer experience investments. We analyze United's survey, customer, and operational data to continuously refine our understanding of how customers perceive United.

Our Values: At United Airlines, we believe that inclusion propels innovation and is the foundation of all we do. Our Shared Purpose: "Connecting people. Uniting the world." drives us to be the best airline for our employees, customers, and everyone we serve, and we can only do that with a truly diverse and inclusive workforce. Our team spans the globe and is made up of diverse individuals, all working together with cutting-edge technology to build the best airline in the history of aviation.

With multiple employee-run "Business Resource Group" communities and world-class benefits like health insurance, parental leave, and space available travel, United is truly a one-of-a-kind place to work that will make you feel welcome and accepted. Join our team and help us positively impact the world.

Job overview and responsibilities
As a Data Scientist- Machine Learning on the Customer Insights & Analytics team, you will influence a multi-phased insights and advanced analytics strategy that supports a continuous cycle of listening, interpreting, driving action, and monitoring customer feedback.

The key objective of this role is to leverage state-of-the-art ML techniques to understand customer behavior and choices (Churn, CLTV, etc.), enhance qualitative (text) data insights, and automate manual processes. This role requires an individual with a passion for customers, excellent analytical abilities, and strong business acumen. We seek creative, driven, detail-oriented individuals who enjoy tackling challenging problems with data and insights. High-level responsibilities of the role include:

• Work independently and with a team to execute solutions to business problems using data analysis, data mining, automation, statistical modeling, and machine learning techniques.
• Understand a business problem and the available data and identify what analytics and modeling techniques can be applied to answer a business question.
• Able to plan a data science project roadmap with clear milestones and metrics.
• Maintain proper documentation to foster seamless workflows and code-reusability principles.
• Continuously develop and demonstrate improved analysis methodologies.
• Prepare presentations summarizing modeling results, provide project updates, and communicate with US and India-based internal stakeholders.

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

Required:

• Bachelor's degree in engineering or a quantitative discipline like Applied Mathematics, Statistics, or Operations Research.
• Full-time 4+ years' experience in data science/analytics (DS preferred).
• Proven track record of developing advanced analytics models. Take ownership of modeling projects from conception through execution.
• Must be able to explain complex models to the stakeholders/business/non-technical audiences.
• Hands-on experience building predictive models, and NLP models like text classification and sentiment analysis.
• Knowledge of Machine Learning algorithms (linear regression, RF, SVM, GBM, CatBoost), Clustering techniques (K-means, Hierarchical, DBSCAN, Gaussian Mixture), and NLP techniques (Text classification, Sentiment analysis, Word2Vec, Topic Modelling).
• Highly proficient and recent experience in Python and SQL. Able to write high-performance, industry-grade, scalable code.
• Understanding of AWS Services, including Sagemaker, Redshift, Athena, S3 & AWS data lake would be highly preferred.
• Understanding of Databricks notebooks.
• Ability to work effectively with people at all levels in an organization.
• About 2-3 weeks of travel to the US annually is required.
• Must be legally authorized to work for any employer without sponsorship in India.
• Must be fluent in English (written and spoken).
• Successful completion of an interview is required to meet job qualifications.
• Reliable, punctual attendance is an essential function of the position.

Preferred:

• MBA or master's degree in data science or in a quantitative field like Math, Statistics, Operations Research
• Experience in developing & deploying the end-to-end data science pipeline into production