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Description
The Analyst – Service Analytics & Insight is responsible for transforming operational and customer data into actionable insights that drive performance, improve the customer experience, and support strategic decision-making.
This role serves as a key partner to global service delivery, technology, and leadership teams by analyzing trends, identifying opportunities for improvement, and developing reporting and performance measurement solutions. Through advanced analytics, data visualization, and business intelligence tools, the analyst helps optimize service delivery, enhance operational effectiveness, and support performance improvement initiatives.




The position also plays a critical role in communicating findings and influencing data-driven decisions across the organization.
Job Overview and Responsibilities
Create, enhance, and automate operational dashboards, reports, scorecards, and performance tools that provide actionable insights to customer support frontline teams, leadership, and support organizations
Gather, validate, and analyze data from relational databases, enterprise systems, and third-party platforms (e.g., Cisco, Cresta) to support performance management, customer experience, and operational decision-making
Build and apply advanced analytical models, including text and sentiment analytics, to identify customer and operational trends and translate findings into meaningful recommendations for business leaders
Conduct ad hoc analyses, forecasting, and business-impact assessments to help leadership understand operational performance, customer experience trends, and potential implications of strategic decisions
Prepare executive-level presentation

📌 Analyst – Service Analytics (Gurugram)
🏢 United Airlines
📍 Gurugram