Delta Air Lines, Inc. Specialist in Atlanta, Georgia

Delta's Reservations Strategy and Customer Experience team is responsible for using data and customer feedback to develop actionable insights and strategies that drive improvement in customer satisfaction, revenue generation and operational efficiency.

This team leads the Reservations Voice of the Customer (VOC) program using customer feedback received through the Delta Pulse survey platform. Through VOC and behavioral data analysis, the team is able to identify key drivers and opportunities to improve the customer experience, make actionable recommendations to Reservations and Delta leadership, and measure the success of division- and company-wide changes. This team also leads the Reservations Speech Analytics program, which provides the ability to analyze calls across the system to understand factors such as call drivers, call handling efficiency, and customer sentiment. This enables improvements such as call deflection to self-service or more suitable contact channels, or increasing customer satisfaction and call efficiency by reducing the need to transfer customers or call a support desk.

The Reservations Strategy and Customer Experience team will leverage data from these programs and other sources to support division-wide strategy on KPIs such as

  • Customer Satisfaction: improving overall customer experience (NPS) and specialist ratings

  • First Specialist Resolution: increasing rate of issue resolution at the first point of contact

  • Customer Wait Time: improving wait times to reach a specialist

  • Handling Time: reducing total time required to handle a contact

The ideal candidate will be expected to:

  • Manage a data program (e.g., Delta Pulse survey platform, Speech Analytics) including data analysis and validation, enhancements/updates, and user group access administration

  • Conduct analysis to identify opportunities for customer satisfaction improvement, revenue upsell, and call-related cost reduction, and develop strategies to effect change

  • Support development and tracking of divisional KPIs, executive-level reporting, and ad-hoc analysis

  • Work across all Reservations work areas (Reservations, Customer Care, Refunds, Digital Engagement) and cross-divisionally (Marketing, OAP) to drive improvements

Qualifications:

  • Bachelor's degree in analytics, business, economics, technology, mathematics, engineering, or related field required

  • Master's degree in analytics, business, economics, technology, mathematics, engineering, or related field preferred

  • 3-5 years of experience in strategic planning, reporting, analytics and/or finance positions

  • Demonstrated proficiency in MS Excel, Hyperion, SAS Enterprise Guide, SQL, Tableau and/or building queries to analyze data highly preferred

  • Strategic thinker and creative problem-solver with ability to translate data into a reasonable and actionable story

  • Presents ideas articulately and persuasively via verbal and written communication; demonstrates logical thinking when responding to questions or providing alternative solutions

  • Demonstrates initiative and self-directs work with an ability to manage multiple priorities under aggressive deadlines

  • Proficiency in MS PowerPoint preferred

  • Must be performing satisfactorily in present position