Airlines - Corporate Operations

Description:

The Manager, Customer Research & Insights is responsible for leading a team of market research professionals to provide primary and continuous market research insights to Delta Air Lines.
This individual will work with internal stakeholders to identify customer insights needs and lead market research projects through to completion and reporting of insights and recommendations.
The individual will be expected to provide clear accurate reports and points of view based on robust customer insights that input into actions and decision making to drive improved customer experience and revenue.
The individual will need to manage multiple projects in a fast paced environment and will be expected to possess advanced knowledge in the following areas:
Quantitative and qualitative market research methodologies
Produce actionable recommendations and implications for the business to ensure maximum revenue for Delta, continued growth of NPS and achieving Flight Plan goals
Lead a team in the data analysis, reporting, and presentation of customer satisfaction research
Manage Delta's brand tracking research program, including questionnaire development, database management, and reporting and action items
Effectively manage primary research activities, including working with stakeholders to determine exact business needs and translate into research objectives; determine the appropriate methodology to meet the business need and execution of the project to produce robust data and insights for input into key business decisions and investments
Effectively manage market research vendors over multiple projects to ensure robust research that is on time and on budget
Exercise critical thinking and strong decision making skills to recommend needed research and analysis and produce actionable insights and reporting to support business decisions and investment
Lead the development of direct reports skills and abilities; ensure positive relations and strong engagement
Have the ability to creatively solve business problems by discovery and capable management of innovative research techniques and practices
The Manager, Customer Research & Insights 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.
Position will report to the General Manager, Customer Research & Insights

Requirements:

Qualifications
Bachelor's degree required, MBA or MMR preferred
Minimum 8 years of experience in market research including, preferably in the transportation, services or durables industries and expertise in all forms of quantitative and qualitative research methodologies
Ability to lead and direct multiple projects simultaneously
Proven people management skills
Must have superior analytical skills and be fluent in Microsoft Office software (Excel, Word, PowerPoint)
SAS/SPSS/SQL/JMP experience and knowledge of Oracle Hyperion Studio and data visualization tools such as Tableau a plus
Should have strong written and oral communication skills, be a solid team player and possess strong planning skills

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