Delta Vacations, Manager - Customer Insights

Lead the customer insights team in developing and directing Delta Vacation’s customer experience and digital analytics strategy.   Optimize routine reporting and adhoc analyses of customer survey data to identify actionable recommendations to improve customer experience.  Lead consumer direct channel data sourcing and analytics, levering insights to drive improvements to the customer journey.  Foster collaboration and personal growth across Delta Vacations, acting as a champion for customer experience, web optimization, and as a mentor to individual contributors.

ESSENTIAL FUNCTIONS

• Champion the voice of our customer by prioritizing opportunities where customer data and analytics can drive the greatest impact for Delta Vacation’s customer journey and web experience.
• Lead and drive team to perform qualitative and quantitative data analysis, synthesize results and communicate clear and actionable recommendations focused on optimizing customer experience.
• Coach analysts on targeted problem solving, effective communications, and driving from ideas to impact.
• Lead roadmap planning for Delta Vacation’s net promoter score, including goal setting and analysis against customer experience improvements and initiatives.
• Lead the creation and maintenance of web reporting and analysis, partnering with Marketing channel strategy teams to optimize performance and guide prioritization of tests, enhancements, and initiatives within the direct channel.
• Leverage partnerships with Delta digital, loyalty and technology teams to deliver richer insights at a faster pace through improvements to customer survey and web optimization data and reporting needs. 
• Influence organizational thinking at all levels by providing clear, focused guidance to leadership.
• Other duties and responsibilities as assigned.
• Mentor, develop, and coach appropriate staff members.

OTHER DUTIES

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

• Competitive salary, profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 5% 
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health benefits including medical, dental, vision, short/long term disability and life 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.
• 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, Delta Vacations Packages, auto, home, and pet insurance, legal services, and childcare

• Possesses a high school diploma, GED, or high school equivalency.
• Bachelor’s degree from a four-year college or university; or equivalent combination of education and experience required.
• Strong collaborative communication skills and the ability to work across several stakeholder groups translating goals and objectives into deliverable strategies. 
• Ability to define problems, collect data, establish facts, draw valid conclusion, make strategic recommendations and solve problems in a timely and accurate manner.
• Ability to prioritize and successfully manage multiple, complex projects/deadlines simultaneously.
• Three years of experience in Customer Insights, Revenue Management, Strategy or similar field required.
• Four years of management of people and/or project experience required.
• Three years of analytical/insight driven experience required.
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Is at least 18 years of age and has authorization to work in the United States.

• 2 years of travel industry experience preferred.
• Experience within Customer Data Platforms (Adobe Experience Platform or Salesforce) as well as data extraction and analysis tools (Hyperion, QlikView, Tableau, Power BI, SAS, SQL) preferred.
• Advanced degree in an analytically related field preferred.