Manager, Customer Satisfaction Strategy & Insights

Improving customer satisfaction and growing Delta’s net promoter score is one of Delta’s main strategic goals, and the Manager, Customer Satisfaction Strategy & Insights will lead those efforts, regularly producing written communications going to the company’s senior leadership. The manager will also present insights and actions plans to all levels of the company and across all divisions.

This individual is responsible for leading a team of insights and project management professionals to deliver Delta’s customer satisfaction program including insights generation and project management of company-wide initiatives to grow customer satisfaction and Delta’s net promoter score.

The manager will establish the customer satisfaction strategy project management process and lead communication of findings with key stakeholders, and champion actions informed by data.

This individual will work with internal stakeholders to establish the process, track ongoing initiatives, communicate insights, determine new and updated action plans, and ensure all teams are aligned on communications, initiatives and budgets.

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:

• Strong organizational skills to manage multiple projects and stakeholders
• Ability to create, establish and lead new customer satisfaction project management process
• 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
• Effectively manage primary research activities as needed to support customer satisfaction initiatives and growth, 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
• Ability to write and present effective communications to senior leadership
• 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 Satisfaction Strategy & 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

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

Must be performing satisfactorily in present position