Job Description

United States, Georgia, Atlanta

Customer Insight & Analytics

13-Jan-2021

Ref : 4518

LinkedIn Tag: LI-LG2

How you'll help us Keep Climbing (overview & key responsibilities)

The Specialist, Consumer Insight - NPS will support Deltas corporate Net Promoter Score (NPS) by tracking performance, benchmarking across competitors, and elevating insights developed from customer satisfaction and competitive studies to drive NPS growth.

* The individual will lead the development of weekly performance reporting that serves as the update to leaders on how customers currently perceive Deltas customer experience. He or she will coordinate across internal and external teams to pull together insight that tells Deltas NPS performance story.in a relevant, consistent, and meaningful way to drive focus for the CX organization.
* This individual will query customer satisfaction data tables, quickly aggregate and synthesize data, identify trends, and draw conclusions from disparate data sources to develop and communicate insight for internal stakeholders with strong attention to detail and high standards of quality.
* The individual should demonstrate a passion for the airline industry and the overall travel experience and will be expected to possess advanced knowledge in one or more of the following areas:
* Query development and SQL programming to extract findings from relational data tables
* Analysis of customer satisfaction measures used to calibrate products and services
* Tracking of industry trends and competitive performance
* Market positioning gauged from airline and industry metrics and methodologies
* Must work independently, often without direct supervision, and must possess a high degree of initiative to find solutions while ensuring that work is completed on time and to the highest standards and while managing and prioritizing multiple project requests simultaneously.

What you need to succeed (minimum qualifications)

* Embraces diverse people, thinking and styles
* Consistently makes safety and security, of self and others, the priority
* High School diploma, GED or High School Equivalency
* 3+ years proven experience in data analysis and market research preferred
* Must have superior analytical skills and be fluent in Microsoft Office software (Excel, Word, PowerPoint)
* SAS/SPSS/SQL programming experience required
* Experience with data visualization tools such as Tableau preferred
* Should have strong written and oral communication skills and be a solid team player
* Must be performing satisfactorily in present position

What will give you a competitive edge (preferred qualifications)

* Masters Bachelor's degree preferred with major in Business, Marketing, Economics, Mathematics or related field