MBA Intern Customer Service Delivery (Summer 2018)

Customer Service Delivery Overview

Customer Service Delivery is the newest organization at United Airlines; it includes all of United s customer-facing teams. Customer Service Delivery includes Airport Operations, Inflight Services, Catering Operations, Customer Contact Centers and Global Operations Strategy, Planning and Design. The organization focuses on providing a consistent, positive travel experience at every point in the customers journey from booking to landing.

Job Description

This internship combines a student's academic and career interests with valuable work experience in the commercial air carrier environment. Our internship assignments provide hands-on, real-world experience for 12 weeks in the summer of 2018. Responsibilities include the following (but are not limited to):

• Serve as an internal consultant, providing business analyses to management of various operating divisions on challenges and opportunities facing the United operation. This may include one or more of the following: strategy, innovation and process improvement initiatives, performance analysis and data visualization for Airport Operations, Catering Operations, Inflight Services and Customer Contact Centers.
• Potential assignments include analyzing operational performance, developing strategic plans, establishing performance metrics, and working with company organizations to analyze growth opportunities.
• Interns are also responsible for studying organizational changes, communications, information flow, integrated production methods, and gathering and organizing information regarding problems and procedures. They analyze information gathered, interpret data from various sources, and consider available solutions or alternative methods of proceeding, as may be required.

The MBA internship position offers candidates an opportunity to work on high-visibility projects analyzing current and proposed procedures with cross-functional operational teams and communicate revised policy recommendations to senior leadership.

Critical Skills and Experience

• Applicant must be a current student enrolled in an MBA Program with a concentration in Business Management, Technology, Industrial Engineering, Software Engineering, Economics, Financial Management or other business / analytical disciplines
• Minimum of 2 years of analytical, technological, or project management work experience preferred
• Knowledge in querying and manipulating relational databases via Teradata SQL Assistant, Oracle SQL Developer, MySQL, Microsoft SQL Server, Microsoft Access, or SAS required
• Experience with quantitative analysis tools ;familiarity with reporting tools such as Spotfire
• Six Sigma exposure preferred
• Proven proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Applicant must be legally authorized to work in the United States for any employer without sponsorship or future sponsorship for a full/part time position