Project Leader, Loyalty

Delta Air Lines, Inc.; Atlanta (GA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Delta Air Lines, Inc. in Atlanta, GA seeks a professional to lead redemption strategy and analysis, evaluating retail and award booking data, booking trends, and customer behavior to optimize award value and revenue.

This role will also project manage new award initiatives across Product, Digital and IT teams. The position collaborates with Revenue Management, Finance and other Commercial teams to enhance SkyMiles value and NSAT, while monitoring market trends and competitive changes to refine

Responsibilities

• Lead development and execution of our Award redemption strategy and merchandising, in partnership with Revenue Management, Finance, Digital and other Commercial teams
• Project manage new award initiatives, working with Product, Digital and IT teams to improve award utility for SkyMiles Members
• Strategically evaluate and propose changes to redemption policy and products
• Demonstrate strong technical skills including quantitative and qualitative analysis, financial insight, data analysis, model building and scenario planning for the purpose of building business cases for new redemption initiatives
• Optimize the value and experience we deliver to SkyMiles Members, driving increased satisfaction (NSAT) while balancing the business implications of redemption and financial impact to Delta
• Monitor and analyze award customer value (CV) trends and changes in the competitive landscape by producing regular reporting on award CV for both Delta and other airlines (OA)
• Evaluate and analyze new redemption capabilities for SkyMiles Members, including both air and non-air products
• Identify and analyze award redemption trends, such as changes in customer behavior, key revenue drivers, top destinations, etc. to optimize award revenue and customer value

Job description

Delta Air Lines leads the global travel industry with its SkyMiles loyalty program, delivering a rich suite of benefits and experiences for millions of SkyMiles Members worldwide. The SkyMiles program is central to Delta’s welcoming, elevated and caring brand promise, helping deepen customer engagement and reward high-value Members throughout the travel journey. SkyMiles is seeking an individual who will be responsible for redemption strategy and analysis through analyzing retail and award booking data, booking trends and customer behavior. Additionally, this individual will project manage the implementation of new award initiatives that seek to both optimize award revenue for Delta and improve SkyMiles Member satisfaction (NSAT) with award value. This position will interact regularly with CE&L leadership and work collaboratively with Delta's commercial teams such as Revenue Management. This position will be based in Atlanta, GA.

• Lead development and execution of our Award redemption strategy and merchandising, in partnership with Revenue Management, Finance, Digital and other Commercial teams
• Project manage new award initiatives, working with Product, Digital and IT teams to improve award utility for SkyMiles Members
• Strategically evaluate and propose changes to redemption policy and products
• Demonstrate strong technical skills including quantitative and qualitative analysis, financial insight, data analysis, model building and scenario planning for the purpose of building business cases for new redemption initiatives
• Optimize the value and experience we deliver to SkyMiles Members, driving increased satisfaction (NSAT) while balancing the business implications of redemption and financial impact to Delta
• Monitor and analyze award customer value (CV) trends and changes in the competitive landscape by producing regular reporting on award CV for both Delta and other airlines (OA)
• Evaluate and analyze new redemption capabilities for SkyMiles Members, including both air and non-air products
• Identify and analyze award redemption trends, such as changes in customer behavior, key revenue drivers, top destinations, etc. to optimize award revenue and customer value