Delta Air Lines, Inc. Analyst, NPS in Atlanta, Georgia
Responsible for supporting the Net Promoter Scores (NPS) customer satisfaction program including, analysis and reporting of NPS and customer satisfaction data and insights from multiple internal and external sources.
Must have a passion for the customer experience and take the initiative to determine ways to grow NPS, building relationships across divisions to drive insights throughout strategic planning, and ensure NPS reports and insights are accurate and executed in a timely manner
This position will report to the NPS Manager.
Core responsibilities include:
Lead management of the NPS data to ensure a robust and consistent data set
Maintain the data integrity, report accuracy and assist across the NPS team with data sets and insights from multiple customer satisfaction data sources
Lead in providing divisions around Delta with ad hoc NPS/customer satisfaction data needs
Manage the creation of visualization of NPS data to allow for self-serve tools
Leverage Delta Pulse data sources along with NPS data to produce robust NPS insights
Manage NPS goal tracking and measurement
Assist in executing and deriving insights from the Mexico NPS study
Be seen as an NPS insight expert and have the ability to communicate insights to all levels of the organization
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.
Bachelor's degree required, with major in Statistics, Market Research, Economics, or Marketing or related field preferred
Master's degree and/or 2+ years proven experience in, customer satisfaction data analysis and market research strongly preferred
Must be fluent in Microsoft Office software (Excel, Word, PowerPoint)
SAS programming experience is a must
Tableau or other visualization software experience preferred
Experience with analytic software tools such as Hyperion/Brio and Omniture is preferred.
Known for integrity, intelligence and professional maturity.
Knowledge of Delta, the airline industry, loyalty programs and/or travel landscape preferred.