Senior Analyst - Experience Design and Strategy

Delta Tech Hub; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Delta Tech Hub is seeking a data-driven analyst to join the Reservations team in Bengaluru. You will analyze customer experience data, identify trends, and support strategic initiatives that improve service delivery for customers and employees.

Collaborate across divisions, use modeling to understand drivers, and help drive end-to-end testing of solutions while ensuring operational efficiency of the division.

Responsibilities

• Analyze customer experience data to identify trends and opportunities
• Build relationships across divisions to gather insights
• Use modeling and statistical methods to understand complex drivers
• Develop goals and tactical plans for strategic initiatives
• Manage projects (summaries, action items, agendas)
• Drive process improvements for customers and employees
• Maintain feedback loops between customers, specialists, and teams
• Collaborate on cross-functional strategic projects
• Test end-to-end solutions and provide business signoff on technology changes
• Evaluate policy and process and provide recommendations and implementation strategies to improve operational efficiency of the division

Job description

About the team /role overview

Join Delta's Reservations team as we transform how we serve customers and set world-class standards for customer and employee experiences. This role supports new initiatives in our engagement centers, including:

• Simplified change processes
• Cloud-based platforms (LivePerson, Amazon)
• AI-driven automation
• A state-of-the-art workforce management system
• Projects in Learning, Specialist Tools, Real-Time Service Recovery, and Operations Management

KEY RESPONSIBILITIES:

• Analyze customer experience data to identify trends and opportunities
• Build relationships across divisions to gather insights
• Use modeling and statistical methods to understand complex drivers
• Develop goals and tactical plans for strategic initiatives
• Manage projects (summaries, action items, agendas)
• Drive process improvements for customers and employees
• Maintain feedback loops between customers, specialists, and teams
• Collaborate on cross-functional strategic projects
• Test end-to-end solutions and provide business signoff on technology changes
• Evaluate policy and process and provide recommendations and implementation strategies to improve operational efficiency of the division