Job Description
Come join us to create what’s next. Let’s define tomorrow, together.
Description
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.
United Airlines is an equal opportunity employer. United Airlines recruits, employs, trains, compensates, and promotes regardless of race, religion, color, national origin, gender identity, sexual orientation, physical ability, age, veteran status, and other protected status as required by applicable law.
Qualifications
Required Qualifications:
Bachelor’s/Master’s degree in a quantitative field such as Computer Science, Engineering, Data Science, Statistics, Applied Mathematics, or Economics.
4+ years of experience in Data Science, Machine Learning, or Advanced Analytics.
Proven experience designing, deploying, and monitoring ML/analytics solutions in production.
Strong communication skills with the ability to explain technical concepts to both technical and business stakeholders.
Hands-on experience with predictive modeling, recommendation systems, and NLP applications (text classification, sentiment analysis, topic modeling).
Strong foundation in Machine Learning, Deep Learning, and Statistical Modeling
Proficient in Python and SQL with experience writing scalable, production-grade code.
Experience with Pandas, NumPy, Scikit-learn, TensorFlow/PyTorch, MLflow, Spark/PySpark, and Databricks.
Familiarity with any AWS ecosystem (SageMaker, Redshift, Athena, S3, Lambda) and enterprise data lake architectures.
Understanding of CI/CD, MLOps, model deployment, and monitoring practices.
Strong analytical, problem-solving, and project management skills in fast-paced environments.
Ability to collaborate effectively with cross-functional stakeholders.
Willingness to travel internationally (2–3 weeks annually to the US).
Excellent verbal and written English communication skills
Enterprising and curious individual who proactively identifies opportunities to apply emerging AI/ML techniques to real-world business problems..
Preferred Qualifications:
Exposure to Generative AI, LLMs, RAG, vector databases, and AI agents/workflows.
Familiarity with Hugging Face, LangChain, LlamaIndex, OpenAI APIs or similar AI frameworks.
Familiarity with integrating AI/ML solutions into enterprise or customer-facing applications.