Project Leader, Loyalty

About the job

How you'll help us Keep Climbing (overview & key responsibilities)

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

Benefits and Perks to Help You Keep Climbing

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, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees.

Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:

• Competitive salary, industry-leading profit sharing program, and performance incentives
• 401(k) with generous company contributions up to 9%
• 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
• Career development programs to achieve your long-term career goals
• World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint
• 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 and auto, home, and pet insurance, legal services, and childcare

What you need to succeed (minimum qualifications)

• Is at least 18 years of age and has authorization to work in the United States.
• Possesses a high school diploma, GED, or high school equivalency.
• Embraces diverse people, thinking, and styles.
• Consistently prioritizes safety and security of self, others, and personal data.
• Must be performing satisfactorily in current position
• 3+ years of relevant work experience in Revenue Management, Loyalty or another Commercial function required
• Must have superior analytical skills and be fluent in Microsoft Office software (Excel, Word, PowerPoint)
• Must have working experience with SQL, SAS, Hyperion/Brio and Tableau
• Must be comfortable regularly communicating results and analysis to leadership through decks/presentations, as well as through e-mail and in-person meetings
• Must possess strong financial, economic, analytical, oral, and written communication skills
• Ability to apply a customer-focused mindset when evaluating business impact
• A self-starter that is intellectually curious and demonstrates a strong passion for Loyalty
• Creative, innovative, and flexible in responding to constantly evolving needs and priorities
• Ability to work in an autonomous, fast-paced environment with continual change and manage several responsibilities that demand a high degree of initiative, drive, and time management

What will give you a competitive edge (preferred qualifications)

• Experience with, and/or an understanding of, loyalty programs and Delta’s Revenue Management systems and processes
• Prior experience working in Digital or Product teams and/or a strong understanding of Delta’s product and technology prioritization processes