United States, Georgia, Atlanta
Customer Engagement & Loyalty
15-Jan-2021
Ref : 4602
How you'll help us Keep Climbing (overview & key responsibilities)
Delta Air Lines leads the global travel industry with its SkyMiles loyalty program, delivering on a rich suite of benefits and experiences for over 100 million members worldwide. SkyMiles is core to Delta's thoughtful, reliable, and innovative brand promise, developing and rewarding high-value customers at every point along the travel journey. For three years in a row, U.S. News and World Report named SkyMiles a Best Travel rewards Program in the 2 spot, but we want more.
SkyMiles is seeking a proven change agent responsible for strategic thinking and analysis, initiative development, and project management to further engage our SkyMiles members by providing a best-in-class loyalty program. The individual will analyze data and develop insights to guide recommendations for new/enhanced program benefits and policies. This position will interact regularly with CE&L leadership and work collaboratively with Delta's commercial teams. This position will be based in Atlanta, GA and reports to the Manager, SkyMiles Strategy and Analysis.
Primary Responsibilities:
* Identify opportunities and develop strategy for enhancing the SkyMiles member experience, including our elite Medallion members
* Apply strategic and creative thinking to SkyMiles benefits and loyalty concepts to reward our members
* Gather, analyze and synthesize data into actionable decisions and recommendations
* Ensure operational success of changes to program benefits and policies by partnering with appropriate teams from idea conception through final implementation
* Utilizing system expertise and SM database knowledge to identify trends, develop findings and make recommendations for program improvements, cost-effectiveness and/or perception in the marketplace (e.g. upgrade policies, Medallion qualification criteria, etc)
What you need to succeed (minimum qualifications)
* High School Diploma, GED or High School Equivalency
* Embraces Diverse People, Thinking and Styles
* Consistently makes safety and security, of self and others, the priority.
* Systems comfort and knowledge is strongly preferred (e.g. Hyperion/Brio, SAS, other data tools)
* Should have excellent creative and analytical skills that could translate into thought leadership
* Strong business acumen and the ability to synthesize data and form actionable, meaningful recommendations in support of SkyMiles' and Delta's strategy
* Must know how to communicate ideas and analysis effectively to leadership, through story-telling from both the customer and business perspective
* Ability to work in an autonomous, fast-paced environment and manage several responsibilities that demand a high degree of initiative, drive, and time management
* Must be performing satisfactorily in current position (for internal employees).
What will give you a competitive edge (preferred qualifications)
* Bachelors Degree for 5 years of equivalent experience.
* Previous experience in the financial services industry.
* Previous experience in strategic planning, including analytical or statistical functions highly preferred
Atlanta, GA
Delta Air Lines, Inc. provides scheduled air transportation for passengers and cargo in the United States and internationally. The company operates through two segments, Airline and Refinery. Its route network is centered on a system of hubs and markets at airports in Amsterdam, Atlanta, Boston, Detroit, London-Heathrow, Los Angeles, Mexico City, Minneapolis-St. Paul, New York-LaGuardia, New York-JFK, Paris-Charles de Gaulle, Salt Lake City, São Paulo, Seattle, Seoul-Incheon, and Tokyo-Narita.
The company sells its tickets through various distribution channels, including delta.com and mobile applications/Web, telephone reservations, online travel agencies, traditional brick and mortar, and other agencies. It also provides aircraft maintenance, repair, and overhaul services; and vacation packages to third-party consumers, as well as aircraft charters, and management and programs. The company operates through a fleet of approximately 800 aircraft. Delta Air Lines, Inc. was founded in 1924 and is headquartered in Atlanta, Georgia.