Senior Analyst, Travel Products Strategy and Customer Experience

How You'll Help Us Keep Climbing (Overview & Key Responsibilities)

The Travel Products team is seeking a Senior Analyst to support in the strategy and customer experience of Delta’s next generation of Travel Products (Car Rentals, Stays, Trip Insurance, and Cruises, among others). Delta’s Travel Products portfolio generates a significant portion of Delta’s annual profits and is growing rapidly. This role will require collaboration with many stakeholders, including Digital, Loyalty, IT, Customer Experience Design (CXD) and Reservations (among others) as well as external partners, such as product and platform suppliers.

The Strategy team is an integral part of Delta’s Travel Products organization and will be influential in the future direction of Travel Products growth overall. This role will report directly to the Manager, Travel Products Strategy and will shape the long-term strategy and customer experience of the Travel Products portfolio.

Responsibilities

• Assess long-term and medium-term strategic initiatives to grow the portfolio while improving CX
• Make comprehensive recommendations and action plans for enhanced experiences and key strategic initiatives
• Complete competitive reviews evaluating travel platforms across the industry driving strategic recommendations
• Collaborate with external partners and internal partners, including Digital, Loyalty, IT, CXD, Reservations, Marketing, Finance, Legal and Delta Vacations, to manage key initiatives
• Assist in managing direct customer contacts via an internal escalations channel to improve customer outcomes
• Monitor product NPS of Cars and Stays, drawing actionable insights on CX in collaboration with CXD
  
  

What You Need To Succeed (Minimum Qualifications)

• At least 2-3 years of relevant work experience
• Experienced in Microsoft Excel, Word, and PowerPoint
• A customer-centric mindset with a passion for Digital / eCommerce and Loyalty
• Embraces diverse people, thinking and styles
• Strong critical thinking skills, and a degree of comfort sharing perspective and point-of-view with leaders
• Ability to effectively influence and manage external partners and stakeholders
• Must be highly collaborative and able to connect across both internal and external teams to build alignment
• Proficient in data analysis and must have experience building quantitative analysis models in Microsoft Excel
• Experience using Microsoft PowerPoint to build decks and strong storytelling skills
• Ability to simultaneously manage several projects with conflicting deadlines
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.
  
  

What Will Give You a Competitive Edge (Preferred Qualifications)

• Experience utilizing project management software to showcase key deliverables
• Experience in a customer service or communications role
• Experience managing relationships with third party vendors
  
  

Benefits And Perks To Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values – Care, Integrity, Resilience and Servant Leadership – every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, industry-leading profit sharing program, and performance incentives.
• 401(k) with generous company contributions up to 9%.
• New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 – March 31).
• In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period.
• 10 paid holidays per calendar year.
• Birthing parents are eligible for 12-weeks of paid maternity/parental leave.
• Non-birthing parents are eligible for 2-weeks of paid parental leave.
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life insurance benefits.
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health.
• Domestic and International space-available flight privileges for employees and eligible family members.
• Career development programs to achieve your long-term career goals.
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
• Recognition rewards and awards through the platform Unstoppable Together.
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.