BE PART OF A TEAM THAT DELIVERS AN END-TO-END CUSTOMER JOURNEY OF ELEVATED EXPERIENCES
Delta Vacations, a Delta Air Lines company, is seeking a driven and dedicated team member with a passion for travel and customer experience to join our team. You’ll play a key role in helping to craft our customers journey. The Customer Experience team is responsible for optimizing every touchpoint in our customer experience, working with cross-functional teams to identify areas for improvement and drive innovative solutions. Youll play a meaningful role in reducing seams in the customer journey, and drive efforts to differentiate and delight our customers.
HOW YOU WILL HELP US DELIVER EXPERIENCES THAT MATTER (OVERVIEW & KEY RESPONSIBILITIES)
You should be a highly motivated self-starter with a passion for delivering results, and the ability to manage multiple projects and deadlines. You should also be a confident communicator, able to effectively work with management, staff, and customers, and demonstrate strong project management skills.
You will be responsible for understanding and mapping the Delta Vacations customer journey across audiences and channels while proactively finding opportunities, pain points, and gaps in the end-to-end customer journey. Youll will manage key customer experience initiatives and work with cross-functional teams to achieve business goals. You should be a creative problem-solver with strong strategic, analytical, and decision-making skills, and the ability to work independently and quickly under deadline. We are in search of a team player, who is passionate about people, culture and driving results and who embraces diversity of people, perspectives, and styles. Join a culture where collaboration, diversity and creative thinking are celebrated; a company passionate on delivering elevated experiences.
WHAT ELSE WILL YOU BE DOING (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
- Manage CX 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.
This full-time position is located at Delta Vacations Headquarters in Atlanta, Georgia. In addition to the ongoing career and compensation advancement opportunities, we are proud to offer a competitive benefits package which includes medical, dental and vision coverage options. Other benefits include 401(K), paid vacation, paid holidays and personal time off. In partnership with Delta Air Lines, we also offer air travel privileges and low-cost vacation opportunities.
SALARY
$53,072 - $89,513 annually
WORK ENVIRONMENT
Delta Vacations Corporate Headquarters, Atlanta, Georgia
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 travel may be required to fulfill assigned responsibilities.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.