What are the responsibilities and job description for the Co-op, Customer Experience (CX) Insights and Prioritization (Spring, 2025) position at Delta Air Lines?
United States, Georgia, Atlanta
Global Consumer Insight
01-Jul-2024
Ref #: 25172
How you'll help us Keep Climbing (overview & key responsibilities)
The Customer Experience (CX) Insights & Prioritization organization is seeking highly motivated and data curious individuals who are excited to leverage data to improve customer experiences. This team prioritizes Delta’s enterprise customer experience initiatives, in service of our CX strategy, using insights from customer listening and associated analytics. Further, the team ensures CX initiative design leverages best practices, furthers personalization as our latest strategic competitive advantage, and delivers impact as intended.
As a co-op of the CX Insights & Prioritization organization, you will work closely with our experienced team to gain hands-on experience in analyzing data, generating insights, and contributing to real-world projects. If you have a passion for data-driven decision-making, this position is the opportunity for you.
CX Insights & Prioritization co-ops will work with analytics professionals supporting one of the following functions or departments:
Customer Listening & Analytics: Customer listening strategy & governance, CX data infrastructure for decision support & CX data products that drive value in support of Delta pillars.
Customer Insights & Advisory: Focused on deepening the understanding of consumers and championing their needs before, during, and after they engage with Delta including consumer research and insight, Delta’s NPS performance program, competitive benchmarking, and CX prioritization. Bringing the voice of the customer to where decisions are made by consulting, connecting, and quantifying actionable, consumer-centric insights.
CX Strategy, Integration & Personalization: Support Delta’s CX strategy by communicating the CX narrative, managing and prioritizing the portfolio of initiatives, and connecting teams across the organization to measure and deliver impact. Manage cross-org integration forums and lead design standardization and change management Centers of Excellence. Represent the voice of the customer in designing end-to-end experiences as practitioners nested in the principles of scalability, omnichannel thinking and a keen lens on personalization.
CX Insights & Personalization is seeking co-ops to fulfill a minimum of three full-time alternating rotations based in Atlanta, GA, in line with the schedule below:
Global Consumer Insight
01-Jul-2024
Ref #: 25172
How you'll help us Keep Climbing (overview & key responsibilities)
The Customer Experience (CX) Insights & Prioritization organization is seeking highly motivated and data curious individuals who are excited to leverage data to improve customer experiences. This team prioritizes Delta’s enterprise customer experience initiatives, in service of our CX strategy, using insights from customer listening and associated analytics. Further, the team ensures CX initiative design leverages best practices, furthers personalization as our latest strategic competitive advantage, and delivers impact as intended.
As a co-op of the CX Insights & Prioritization organization, you will work closely with our experienced team to gain hands-on experience in analyzing data, generating insights, and contributing to real-world projects. If you have a passion for data-driven decision-making, this position is the opportunity for you.
CX Insights & Prioritization co-ops will work with analytics professionals supporting one of the following functions or departments:
Customer Listening & Analytics: Customer listening strategy & governance, CX data infrastructure for decision support & CX data products that drive value in support of Delta pillars.
Customer Insights & Advisory: Focused on deepening the understanding of consumers and championing their needs before, during, and after they engage with Delta including consumer research and insight, Delta’s NPS performance program, competitive benchmarking, and CX prioritization. Bringing the voice of the customer to where decisions are made by consulting, connecting, and quantifying actionable, consumer-centric insights.
CX Strategy, Integration & Personalization: Support Delta’s CX strategy by communicating the CX narrative, managing and prioritizing the portfolio of initiatives, and connecting teams across the organization to measure and deliver impact. Manage cross-org integration forums and lead design standardization and change management Centers of Excellence. Represent the voice of the customer in designing end-to-end experiences as practitioners nested in the principles of scalability, omnichannel thinking and a keen lens on personalization.
CX Insights & Personalization is seeking co-ops to fulfill a minimum of three full-time alternating rotations based in Atlanta, GA, in line with the schedule below:
- 1st Rotation: Spring 2025
- 2nd Rotation: Fall 2025
- 3rd Rotation: Summer 2026
- Research, analyze, and interpret customer data
- Measure KPI performance and its impact on customer satisfaction
- Develop new reports and dashboards and/or enhancing automation of manual processes
- Perform root-cause analysis of customer pain points
- Work closely with stakeholders to understand data needs and provide analyses
- Leverage and query cross-divisional data sources to answer business questions
- Communicate and coordinate with key stakeholders across the organization to share priorities, roadmap, and key learnings
- Develop effective presentations to share findings and recommendations to leaders
- Currently pursuing a bachelor’s degree that has the flexibility to support a co-op role
- Proficiency in Microsoft Office tools (i.e., Excel, PowerPoint, Word)
- Experience or a demonstrated interest in data analysis and coding, preferably SQL (while some roles my require specific coding skills such as Python)
- Build strong working relationships with coworkers, partners, and company leadership
- Self-motivated, intellectually curious, and results oriented, capable of meeting deadlines and follow-through
- Must be available for 3 alternating co-op terms
- Consistently prioritizes safety and security of self, others, and personal data.
- Embraces diverse people, thinking, and styles.
- Possesses a high school diploma, GED, or high school equivalency.
- Is at least 18 years of age and has authorization to work in the United States.
- Currently pursuing a bachelor’s degree in Engineering, Computer Science, Data Science, Business/Management, Mathematics/Statistics, Economics or related quantitative field
- Some positions may require a minimum of 30 completed semester hours
- Experience performing statistical analysis and modeling (i.e., linear regression, segmentation, non-linear predictive regression, operations research, and/or machine learning)
- Experience with coding software (i.e., SQL, SAS, C, Python, VBA, R, etc.)
- Course work in statistics, data science, computer science, operations research, marketing, etc.
