OBJECTIVE

As part of the Customer Experience Team, you will be identifying gaps and finding opportunities in the end-to-end customer journey. Analyze every touchpoint for all audiences, and pinpoint areas for improvement. Project manage initiatives, engaging partners across the company, collaborate on innovations and ideas to build a more seamless and differentiated customer experience.

ESSENTIAL FUNCTIONS

• Evaluate Delta Vacations current customer experience strategies and touchpoints, documenting, redefining, optimizing, and measuring them
• Understand and map the Delta Vacations journey for various audiences and channels
• Proactively identify any opportunities, failures, gaps in seams in the process and develop a case/plan to resolve as many as possible
• Work with cross functional teams including Marketing, Brand, Insights, Revenue Management, IT, Product, Customer Engagement Center, etc. to develop, implement, and evaluate customer touchpoints and interactions in all channels
• Innovate, design and develop existing and new experiences that meet brand standards and mission
• Find moments of delight or differentiation across the vacation experience
• Represent a CX customer centric strategy in company efforts regarding marketing/retail strategy, brand strategy and communications, insights, revenue management, B2B and B2B2C marketing, the Customer Engagement Center, Human Resources, IT, Finance and more
• Work with the Delta CX team(s) and the Delta Brand Experience team ensuring we are working to reduce any seams in the experience for our shared customers and prospects
• Measure the customer experience, using existing and new tools and technology
• Document and communicate progress, blockers, issue analysis and resolutions to partners

HIGH ACCOUNTABILITY FUNCTIONS

• Lead key CX initiatives, confidently communicating proposals/recaps to leadership team.
• In collaboration with CX cross functional team (POD), manage the workstream activities to achieve business goals.
• Serve as SME on all CX projects, journey stage opportunities, develop and implement initiatives to further drive enhancements.
• Develop and lead project pilot strategy.

OTHER DUTIES

• Coordinate meetings and events for DLV Management and partners
• Prepare presentations for DLV Management
• Train, and lead team member(s), and continue to grow your own customer experience expertise to remain relevant, industry-leading

CORE COMPETENCIES

• Must possess strong project management skills
• Must be able to effectively and professionally communicate with management, staff and customers as well as demonstrate sound judgment/reasoning skills
• Must possess strong attention to detail and proofreading skills
• Strong communication skills, both verbal and written, with the ability to influence at all levels of the organization
• Ability to prioritize and successfully manage multiple projects/deadlines simultaneously
• Demonstrates a commitment to diversity, equity and inclusion

HIGH ACCOUNTABILITY COMPETENCIES

• Highly motivated self-starter that gets results.
• Must possess strong strategic, analytical, and decision-making skills
• Ability to think creatively, lead a team to solve problems collaboratively, and work quickly under deadline
• Self-sufficient multi-tasker, highly proficient in original approaches and innovative ideas
• Strong ability to work independently to identify problems, collect data, establish facts, draw valid conclusions and solve problems in a timely and accurate manner

LEADERSHIP RESPONSIBILITY

N/A

WORK ENVIRONMENT

DLV Corporate Headquarters, Atlanta GA

POSITION TYPE/STANDARD SCHEDULE

Full-Time Monday through Friday; 8:30 a.m. to 5 p.m. Occasional evening and weekend may be required as job duties demand

TRAVEL

Domestic/International travel may be required to fulfill assigned responsibilities

Our culture is rooted in a shared dedication to living our values Care, Integrity, Resilience, Servant Leadership, and Teamwork every day, in everything we do. At Delta Vacations, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta Vacations employees. Exploring a career at Delta Vacations gives you a chance to see the world and Go Beyond the Fight while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, prot sharing program, and performance incentives
• 401(k) with generous company contributions up to 5%
• Paid time off including vacation, holidays, paid personal time, maternity and parental leave
• Comprehensive health Benefits including medical, dental, vision, short/long term disability and life Benefits
• Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages
• Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health
• Domestic and International space-available flight privileges for employees and eligible family members
• Lateral and promotional career opportunities
• Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies
• Recognition rewards and awards through the platform Unstoppable Together
• Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals, Delta Vacations Packages, auto, home, and pet insurance, legal services, and childcare

• Highly motivated self-starter that drives for results
• Possess strong attention to detail
• Must demonstrate and be able to manage cross functional teams
• Must be able to effectively and professionally communicate with management, staff and customers as
• well as demonstrate sound judgment/reasoning skills
• Two years of project management experience required, preferably in an agile environment
• Experience working on digital transformation projects
• Ability to think creatively, solve problems collaboratively with a passion for the customer and works quickly under deadline
• Strong PC skills including MS Word, and Excel, PowerPoint, Adobe Acrobat Reader and Outlook required
• Must demonstrate strong English language writing, grammar and proofreading skills
• 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.

• Bachelors degree from a four-year college or university required; or equivalent work experience; or equivalent
• Travel and/or tourism industry experience preferred
• Knowledge of Delta Vacations programs and brands preferred