Project Leader, Customer Insights

Delta Airport Consultants; Atlanta (GA); On-site; USD 100,000 - 150,000; Full time

Job summary

Delta Air Lines, Inc. is seeking a Customer Insights Lead to empower decisions with deep understanding of customer needs, behaviors, and experiences. You will translate complex data into actionable insights for strategy, product, marketing, and customer experience.

You will design and execute both quantitative and qualitative research, partner with Product, CX, Commercial, and Marketing, synthesize findings into clear narratives, and supervise all study phases to deliver timely recommendations.

Qualifications

• Design and execute quantitative and qualitative research programs to understand customer needs, attitudes, and experiences.
• Translate findings into actionable business recommendations for strategy, product, CX, marketing, and commercial priorities.
• Develop clear, compelling narratives and reports that communicate insights and implications to senior leadership.

Responsibilities

• Partner with Product, Customer Experience, Commercial, Marketing and other stakeholders to define learning agendas and key questions.
• Oversee all phases of research projects: design, methodology, survey development, fieldwork, analysis and delivery of results.
• Integrate survey research, customer feedback, behavioral and market data to form a holistic view of customer opportunities and trends.
• Apply best practices in survey methodology, sampling, experimental design and analytics, leveraging AI-enabled tools where appropriate.
• Identify unmet customer needs and differentiators to guide prioritization of initiatives.

Skills

Quantitative research

Qualitative research

Storytelling with data

Stakeholder management

Project leadership

Job description

The Customer Insights Lead exists to ensure that business decisions are grounded in a deep understanding of customer needs, behaviors, expectations, and experiences. This role serves as the voice of the customer, translating complex customer, market, and operational data into actionable insights that inform strategy, product development, customer experience, marketing, and commercial priorities.

• Design and execute quantitative and qualitative research programs to understand customer needs, attitudes, behaviors, and experiences, translating findings into actionable business recommendations.
• Partner with Product, Customer Experience, Commercial, Marketing, and other stakeholders to define learning agendas, frame business questions, and ensure customer insights inform key decisions and investments.
• Integrate survey research, customer feedback, behavioral, operational, and market intelligence data to develop a holistic understanding of customer needs, opportunities, and emerging trends.
• Develop clear, compelling narratives, reports, and presentations that communicate customer insights, business implications, and recommended actions to stakeholders, including senior leadership.
• Oversee all phases of research projects, including study design, methodology selection, questionnaire development, vendor management, fieldwork execution, analysis, and delivery of results.
• Apply best practices in survey methodology, sampling, experimental design, and analytics while leveraging emerging research technologies and AI-enabled tools to improve effectiveness and efficiency.
• Proactively uncover unmet customer needs, pain points, and areas for differentiation, helping the organization prioritize initiatives that strengthen customer preference, loyalty, and business performance.