Overview
How You'll Help Us Keep Climbing (Overview & Key Responsibilities)Role Summary
This candidate will be part of a high-performing team that delivers enterprise Customer Experience (CX) listening and data analytics/reporting utilizing the Qualtrics platform. The role is responsible for effectively supporting the CX Listening survey platform and data visualization to drive continuous improvement efforts. We are looking for an experienced Qualtrics user that is also data curious, seeks to understand the customer journey, and has a strong desire to improve our ability to get customer feedback. They will then utilize modern survey and feedback tools, in a real time data environment, providing the ability for enterprise users to access results and make informed decisions.
Primary Functions
- Gather, analyze, and transform large sets of raw data to track program health and identify actionable insights using SQL, SAS, etc.
- Within the Qualtrics platform, assist with video product, AI features, survey programming across various listening posts.
- Evaluate new features and/or products to implement either in Qualtrics or supporting platforms to enhance the enterprise listening programs and support divisional KPI and other critical metrics
- Collaborate with business owners and/or other team members to take a data-driven approach in identifying opportunities and recommend actions for further improvement
- Validate CX Survey Vital Statistics (health metrics) utilizing data analysis tools such as SQL queries, Python, etc.
- Communicate trends and opportunity areas with the team, business stakeholders, and senior leaders in a digestible way through both written and verbal communications
- Recommend and implement data analytics to drive new and optimized ways to influence spend and better partner with our supported business units
WHAT YOU NEED TO SUCCEED (MINIMUM QUALIFICATIONS)
- 3-6 Years of relevant experience
- Bachelor’s degree in business or information systems
- Proficient with SQL, Python, or other query tools
- Proficient with Qualtrics platform (survey programming, dashboards, video product, and workflows)
- Creative problem-solving skills with the ability to translate data into actionable insights
- Embraces a people and process first approach to technology projects
- Ability to produce high quality results, work in a collaborative environment by embracing diverse perspectives and with a solution-based approach.
- Adapt communication clearly and concisely based on team dynamics and expresses thoughts & ideas effectively.
- Ability to engage effectively with peers and stakeholders to build trust and reliable working relationships.
- Ability to understand business processes, implement innovative solutions, guide juniors on continuous improvement by constantly updating oneself on current technology & trends.
- Inquisitive to understand customer and business expectations while creating value addition on technical solutions.
What Will Give You a Competitive Edge (Preferred Qualifications)
- Experience with designing/developing Qualtrics surveys, dashboards, and workflows
- Self-motivated and take pride in building great products for key stakeholders
- Resourceful in finding the data and tools you need to get the job done
Delta Air Lines
(NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good.
In 2024, Delta was recognized by Fortune with a No. 11 placement on Fortune’s Top 50 Most Admired Companies list. The company’s strong management and commitment to providing elevated experiences and premium products also secured a No. 1 ranking out of the eight airlines on the list. Delta landed on TIME’s inaugural list of the “World’s Best Companies,” coming in at No. 12 – the only U.S. airline in the top 155. TIME’s award is based on three criteria: employee satisfaction, revenue growth and sustainability.
Delta’s people-first culture continues to be recognized, earning the airline a spot on Fortune’s 100 Best Companies to Work For® list for the fifth year. Delta is the only airline included on the 2024 list.
Additionally, Delta earned a coveted spot, on Fast Company’s list of the Most Innovative Companies, climbing from its No. 8 spot in 2023 to No. 2 in the travel category. The airline was recognized for its Wi-Fi revolution that is working to ensure the future of travel is connected.
About The Delta Technology Hub (DTH), Bangalore
Delta has fast emerged as a customer-focused, innovation-led, technology-enabled business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a distributed team to create memorable experiences for customers.
- 4 - 7 Yrs
- Chennai
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- 3500000 - 6000000 INR - Annual
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- Pune
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