Senior Business Analyst – Customer AI Automation

The Senior Business Analyst, Customer AI Automation, is responsible for advancing United's Retail AI automation capabilities through effective design and implementation of our vision. This role focuses on transforming customer service across voice, chat, and future channels by building scalable AI solutions that deliver fast, effortless resolutions and eliminate wait times.

Our Vision

We are giving our people the backup they have always deserved, so that when a customer needs a human, they get our best one, not our most exhausted one. That is the United we are building: one where technology handles the volume and our people own the "moments that matter." This is where we stop competing on routes and prices and start competing on trust.

This role partners across Digital Technology, Commercial, Customer Experience, Customer Service & Advocacy, and AI Engineering teams to ensure AI automation strategies are practical, scalable, and aligned with business objectives and customer needs.

AI Strategy & Requirements Definition

• Partner with business stakeholders to define and prioritize customer retail intents and journeys suitable for AI automation.
• Translate business requirements into detailed functional specifications for AI agents, conversational flows, and voice automation solutions.
• Define success criteria, KPIs, and measurement frameworks for AI automation initiatives, including resolution rates, customer satisfaction, containment rates, and wait-time reduction.

Customer Journey & Process Analysis

• Analyze customer interactions across voice, chat, and digital channels to identify automation opportunities and pain points.
• Map current-state and future-state customer journeys, highlighting where AI can deliver the greatest impact.
• Assess contact center operations and identify high-volume, routine interactions that can be effectively automated while preserving quality.

AI Solution Design & Implementation Support

• Design conversational AI flows, voice automation workflows, and agentic solutions that align with customer needs and business goals.
• Collaborate with AI engineers and developers to ensure technical solutions meet business requirements and deliver measurable outcomes.
• Define escalation logic and handoff protocols to ensure seamless transitions between AI and human agents.

Stakeholder Collaboration & Alignment

• Serve as the bridge between business stakeholders and technical teams, ensuring clear communication and alignment throughout the project lifecycle.
• Partner with Customer Service leadership to understand operational constraints, agent workflows, and service-level requirements.
• Work with Customer Experience teams to ensure AI solutions maintain United's brand voice and service standards.

Data Analysis & Performance Optimization

• Analyze AI performance data, customer feedback, and operational metrics to identify improvement opportunities.
• Conduct A/B testing and experimentation to optimize conversational flows, prompts, and automation logic.
• Track and report on AI automation KPIs, including containment rates, resolution accuracy, customer satisfaction, and operational efficiency gains.

Change Management & Adoption

• Develop training materials, user guides, and documentation to support AI solution adoption.
• Support change management activities to ensure smooth rollout of AI automation capabilities.
• Gather feedback from agents, customers, and stakeholders to continuously refine and improve AI solutions.

Governance & Best Practices

• Ensure AI solutions adhere to responsible AI principles, security protocols, and regulatory requirements.
• Document business processes, requirements, and solution designs to maintain institutional knowledge.
• Stay informed on AI industry trends, best practices, and emerging technologies relevant to customer service automation.