Delta is seeking a Director of Digital Customer Experience to oversee customer experiences across all digital touch points (site, mobile, kiosks and GIDs/FIDs). This position will also lead cross-functional and special projects that transcend core revenue and customer satisfaction KPIs.
The position reports to the Managing Director of Digital and Direct Channels and is based at Delta's Global Headquarters in Atlanta, GA.
Providing thought leadership, strategic direction and execution to ensure that Delta's digital properties meet a uniformly high standard of User Experience and Design
Ensuring that Delta achieves world-class site reliability and performance and adds thoughtful, reliable and innovative functionality that drives customer satisfaction to achieve and exceed Delta's Flight Plan goals
Working extensively with a broad set of commercial and operational stakeholders at the officer and director level, including but not limited to Brand Marketing, Global Distribution, Customer Experience & Loyalty, Sky Clubs, ACS, OCC and Reservations
Building and maintaining exceptionally strong partnerships with a broad array of IT partner teams and working to ensure the timely, effective, and high quality delivery of technology deployments into Digital Channels
Managing a team of approximately 20 Delta FTEs and contractors and serving as the primary relationship manager for Delta's Digital Design Agency of Record
Developing both strategic and tactical plans which create a safety-conscious environment resulting in employee safety and well-being
Qualifications
Bachelor's degree or equivalent work experience in business, economics, design/fine arts, computer science or engineering, process management, or related field; Master's level degree preferred.
Excellent leadership skills with a minimum of seven years of leadership and/or supervisory experience in an equivalent work environment are required.
Must be a self-directed, highly motivated and proactive leader.
Must demonstrate experience building and leading high-functioning teams and developing a culture of positive employee engagement required.
Knowledge of Delta Air Lines and/or the airline industry, travel landscape and digital commerce/digital marketing is highly preferred.
Must be a creative and innovative problem solver with project management experience.
Must possess strong written and oral communication skills.
Must demonstrate the ability to influence internal and external organizations to achieve corporate goals, including the ability to influence and manage upward as necessary.
Prior work experience in Digital, Consulting, Network Planning & Scheduling, Operations, Reservations, or Revenue Management a plus.
Technical understanding of web applications and website UI design preferred.
Candidate Profile
The Director - Digital Customer Experience will be a leader with a proven record of transforming teams towards the development of a best-in-class digital organization. S/he will be an accomplished digital leader from an airline or top tier, complex, global services organization, or other industry known for superior customer experience. The successful candidate will have proven experience building best-in-class digital capabilities with delivery models leveraging both outsourced and in-house product teams. S/he will be an effective communicator who is able to serve as a change agent in a culture which is aggressively advancing its digital capabilities.
Key Characteristics
Able to develop solutions that create a unique and compelling customer experience.
Strong background and understanding of eCommerce, UI/UX, Design, Digital Marketing, Site Optimization and Decision Science & A/B Testing.
Can challenge Delta to think differently about how it interacts with its customers.
Skilled at sizing and prioritizing digital opportunities based on estimated impact, ease of implementation and potential downside risk.
Setting clear and measurable performance objectives and monitoring progress rigorously, planning ahead, and linking action to business priorities.
Deep understanding of the tools and technologies available and how to leverage them effectively to drive Delta's digital objectives.
Exhibits a competitive drive to be #1 and settles for nothing short of this. Closely manages initiatives for ROI.
Superb leadership record having created a positive, highly energized performance climate with clear points of accountability.
An ability to manifest flexibility, adaptability, initiative and creativity. Known for valuing and supporting diversity.
Insightful about the talent the organization needs to be successful; recruits and develops people with this in mind. Taps into people's needs, interests and goals to motivate them to achieve.
Proven collaborative approach; openly sharing information and receptive to the ideas of others.
Has exceptional influencing skills; adept at driving organizational change through partnership, collaboration and leadership rather than title or line authority.
Now submit your application online and subscribe to email or follow us on twitter to get similar jobs in the future.
Posts
