Airlines - Corporate Operations

Description:

The Project Leader, Customer Insights will be responsible for leading the analysis of Delta's customers and how they interact with its products, services, customer communications and other relevant customer touch points.
This individual should have a passion for understanding customer behavior and be able to quickly synthesize data, identify trends and draw conclusions to develop and communicate actionable and strategic insight for internal stakeholders. Further, this individual will champion customer needs across departments and be an idea generator for ways that Delta can increase customer loyalty and profitability.
The Project Leader, Customer Insights will not only be a subject-matter expert on Delta's customer and customer data sources, he or she will also take a lead role in project design and oversee the work of junior team members.
The individual will own complex and large scale projects and will be expected to possess advanced knowledge in one or more of the following areas:
Project management and executive-level presentation skills
Strategic planning for market development, brand positioning, marketing communications, product innovation, and/or distribution channels
Customer profiling and persona development extracted from primary and secondary data sources
Data mining and predictive modeling using SAS and Hyperion Oracle Studio to extract findings from a large relational customer database
Airline and industry customer satisfaction metrics and methodologies used to collect and calibrate customer data
Web analytic tools to measure online customer purchase behavior and to optimize cross-channel marketing activities including paid search, affiliate marketing, online advertising and targeted email
The Project Leader, Customer Insights will take a lead role in interactions with other Delta departments to define and deliver on their needs for research and analysis and be expected to determine parameters of projects, including the size, scope, design, methodology and timeline.
Individual must be detail-oriented and produce accurate and timely results that yield strategic insight from customer behavior.
Must demonstrate strong leadership ability and professional maturity, including sound judgment, decision making and poise and be able to present findings and recommendations to internal customers, including senior management, in a clear and concise manner.
Must work independently and efficiently, often without direct supervision, and be an expert at mentoring and developing other team members to ensure that workload is completed on time and to the standards expected within the department.
Position may involve selection, negotiation and management of relationships with external vendors.
Must be able to manage and prioritize multiple project requests simultaneously. Individual should possess the ability to resolve problems in a calm and quick manner and should display a high degree of initiative and drive.
As are all merit employees, individual is expected to develop both strategic and tactical plans that create a safety conscious environment that results in employee safety and well-being. The Competency Model associated with this position is senior professional. You may learn more about this competency by accessing Delta's Competency Models through the Learn and Grow web site.

Requirements:

Bachelor's degree required, with major in Statistics, Mathematics, Finance, Marketing, Economics or related field preferred
Master's degree and/or 5+ years proven experience in data analysis, market research, web analytics, innovation, or brand/product management strongly preferred
Experience leading large scale projects and coaching others in research, data analysis and project management required
Must have superior analytical skills and be fluent in Microsoft Office software (Excel, Word, PowerPoint)
SAS/SPSS/SQL programming experience and knowledge of Oracle Hyperion Studio required
Experience with data visualization tools such as Tableau required
Proficiency in a web analytics tools such as Omniture, CoreMetrics or WebTrends preferred
Previous analytic experience in an airline or travel industry environment is highly desired, as is experience with direct marketing, digital media, ecommerce, innovation and/or marketing research
Should have strong written and oral communication skills, be a solid team player and possess strong planning skills

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