At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all of our customers during their travels with us and aim to deliver an elevated experience.
The Specialist, Customer Insights & Advisory will serve as a key resource for the Consumer Insights & Advisory (CI&A) team, tracking and analyzing performance of Delta’s Net Promoter Score (NPS) and elevating insights developed from voice-of-the customer satisfaction surveys to drive NPS growth for the enterprise.
We are seeking a highly collaborative individual who can thrive within the CI&A team and partner across capabilities to deliver a fully-informed customer perspective. The ideal candidate will demonstrate intellectual curiosity about our customers, uncover insights that deepen understanding, and influence prioritization decisions that keep the customer at the center of Delta’s strategy. This role demands exceptional attention to detail, rigorous data quality standards, and the ability to translate complex insights into clear, actionable recommendations for senior leaders.
This role is focused on enabling success across multiple experience initiatives and advising the enterprise on how to prioritize customers in decision-making. The individual may flex across teams as business needs evolve.
Key Responsibilities
This Specialist will play a highly visible role in advancing Delta’s customer experience strategy by delivering actionable insights and influencing enterprise priorities. This individual will:
- Lead NPS Measurement & Analysis: Track and manage Delta’s enterprise Net Promoter Score (NPS), ensuring data integrity and accuracy while analyzing performance and the impact of growth initiatives
- Conduct Root-Cause Analysis: Identify drivers of customer satisfaction and dissatisfaction through deep analysis of NPS and voice-of-customer data, providing clear recommendations for improvement
- Analyze and Synthesize Customer Data: Lead advanced analysis of customer satisfaction data, including ad hoc requests, by querying, aggregating, and synthesizing results to identify trends and actionable insights with minimal direction, ensuring exceptional attention to detail and data quality
- Serve as NPS Subject Matter Expert (SME): Act as a trusted advisor on NPS methodology and insights, effectively communicating findings to stakeholders at all levels, including VP and SVP leadership
- Present Insights to Senior Leaders: Translate complex data into compelling narratives and recommendations for executive audiences, influencing enterprise-wide planning and prioritization
- Collaborate Across Teams: Build strong relationships internally within CI&A and externally across business units to ensure a fully informed point of view and successful implementation of CX initiatives
Ideal candidates will demonstrate:
- Strong analytical and problem-solving skills with a passion for customer experience
- Exceptional attention to detail and commitment to data quality
- Ability to communicate insights clearly
- Proven ability to manage multiple priorities in a dynamic environment
- Intellectual curiosity and a strong desire to dig into the “why” behind customer behaviors and experience drivers