Delta Air Lines, Inc. NPS Insight Project Manager in Atlanta, Georgia

SUMMARY

Responsible for the strategic growth Net Promoter Score (NPS) customer satisfaction program including, analysis, reporting of NPS and customer satisfaction data across all levels of Delta, and generate insights from multiple internal and external sources to drive Delta's customer experience

Must have a passion for the consumer and take the initiative to determine ways to grow NPS, building relationships across divisions to drive insights and shape strategy, with the ability to communicate effectively at the executive level

This position will report to the NPS Manager.

Core responsibilities include:

-Own quarterly Customer Report Card reporting and presentation of results to various matrix partners

-Synthesize NPS/customer satisfaction data and combine with insights/data from other research projects to provide provocative insight back to the business and stakeholders across the organization

-Build and manage analytics plan for insight development/refinement

-Leverage internal and external data sources to track industry trends and competitor actions

-Assist with NPS goal tracking and measurement

-Provide divisions around Delta with ad hoc NPS/customer satisfaction data needs

-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. 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.

JOB QUALIFICATIONS:

-Bachelor's degree with major in Statistics, Market Research, Economics, or Marketing or related field and at least three years of relevant work experience required

-Master's degree and/or 2-3 years proven experience in, customer satisfaction data analysis and market research strongly preferred

-Familiarity with NPS, customer satisfaction, and quantitative research is required

-Must be fluent in Microsoft Office software (Excel, Word, PowerPoint)

-SAS programming experience is strongly preferred

-Experience with analytic software tools such as Hyperion/Brio and Omniture is preferred

-Known for integrity, intelligence and professional maturity

-Willingness to challenge organizational thinking and take risks

-Knowledge of Delta, the airline industry, loyalty programs and/or travel landscape preferred

-Must be performing satisfactorily in current position