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Channel Experience Strategy Senior Analyst, Strategic Performance and Analysis

Company: Delta Air Lines, Inc.
Location: Atlanta
Posted on: June 12, 2021

Job Description:

It's an exciting time to be part of Delta's Reservations team as we redefine how and where we serve customers and set new standards for the experiences we create for customers as well as thousands of Reservations and Care employees. These positions will help enable that vision by bringing to life new corporate initiatives in our engagement centers including new retailing capabilities like change simplification, new channel platforms like a cloud-based phone system from Amazon and AI-enabled Apple Business Chat, a new state-of-the-art workforce management system as well as transformational projects in Learning, Specialist Tools, Real-Time Service Recovery, Operations Management, and more.

This exciting role is pivotal in translating analysis into strategic insights to inform the channel strategies for the Reservations (RES) division. In Channel Experience Strategy we define and design the customer experience in all RES channels: voice (phone), messaging, social, email and notifications. Messaging and Voice have either recently launched or are launching with cutting edge technology that uses the combination of data and design to create rich experiences. Our team is responsible for driving the strategy of the best, frictionless experience for our customers and specialists, and we do that through things like data integrations with SVOC to predict a customer's needs and trigger the right channel experience, and by looking at intent and channel data to better inform future innovations such as conversational bots, or optimized channel architecture.

The Sr. Analyst on this team will be deeply involved in reviewing all types of channel data to answer strategic questions and guide the full team on opportunities and to help build business cases. While there will be some reporting, we want to move to the majority of that being self-service as this role is intended to use strategic curiosity and strong analytical skills to uncover new learnings and drive our business forward.

This role is a great blend or technical analytical prowess and strategy. We work with the newest technologies in the channel space. And ideal candidate has a strong analytical background, is passionate about user experience, and interested in technology.

Summary of responsibilities (not comprehensive of all tasks):

  • Drives strategic projects focusing on long term business vision/needs
  • Build relationships with cross divisional partners to gain operational insights to supplement data and modeling
  • Create new analyses using modeling and statistical approaches to understand drivers in a complex system
  • Develops and executes on effective goals and tactical plans supporting strategic initiatives
  • Coordinate project management tasks such as executive summaries, action items, and agendas
  • Query, analyze and forecast data related to operational performance and customer experience

What you need to succeed (minimum qualifications)

  • Embrace diverse people, thinking and styles
  • Consistently makes safety and security, of self and others, the priority
  • Experience in analysis, information science, data visualization, or other relevant quantitative field
  • High School diploma, GED or High School Equivalency
  • Must be comfortable working in group and individual settings and routinely presenting to leaders.
  • Successful candidates will experience with SAS, SQL, or other database interface tools and languages, Statistical analysis and modeling including Linear Regression, Segmentation, and non-linear predictive (e.g. Logistic) regression Microsoft Excel and PowerPoint
  • Proficiency in written and oral communications and able to produce concise, relevant, strategic documents and executive presentations
  • 1-2 years relevant work experience
  • Must be performing satisfactorily in present position
  • Models Delta's Rules of the Road and core values
  • Practices safety-conscious behaviors in all operational processes and procedures

What will give you a competitive edge (preferred qualifications)

  • Bachelor's degree or five plus years of relevant work experience

Keywords: Delta Air Lines, Inc., Atlanta , Channel Experience Strategy Senior Analyst, Strategic Performance and Analysis, Other , Atlanta, Georgia

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