Manager, Customer Experience Analytics

About Delta Tech Hub:

Delta Air Lines (NYSE: DAL) is the U.S. global airline leader in safety, innovation, reliability and customer experience. Powered by our employees around the world, Delta has for a decade led the airline industry in operational excellence while maintaining our reputation for award-winning customer service. With our mission of connecting the people and cultures of the globe, Delta strives to foster understanding across a diverse world and serve as a force for social good. Delta has fast emerged as a customer-oriented, innovation-led, technology-driven business. The Delta Technology Hub will contribute directly to these objectives. It will sustain our long-term aspirations of delivering niche, IP-intensive, high-value, and innovative solutions. It supports various teams and functions across Delta and is an integral part of our transformation agenda, working seamlessly with a global team to create memorable experiences for customers.

The Manager - Digital Experience Insights will oversee the development and delivery of actionable insights that drive personalized, data-informed digital experiences across platforms. This role leads a multidisciplinary team of digital analysts and data strategists, ensuring seamless collaboration between business, technical, and creative stakeholders.

The ideal candidate is a strategic thinker and hands-on leader with a strong background in digital analytics, data storytelling, and cross-functional communication. You will be responsible for driving analytical excellence, ensuring data integrity, and delivering insights that inform content strategy, personalization, and performance optimization.

Responsibilities:

• Lead and mentor a team of digital analysts and insights specialists, fostering a culture of curiosity, collaboration, and continuous learning.
• Own the roadmap for digital analytics initiatives, including KPI development, reporting frameworks, and insight generation.
• Partner with the existing Experience Insights team to define measurement strategies and ensure alignment on business goals.
• Translate complex data into clear, compelling narratives that influence decision-making across the organization.
• Oversee the implementation and optimization of analytics tools and platforms (e.G., Adobe Analytics, Adobe Customer Journey Analytics, Tableau).
• Ensure data quality, governance, and consistency across digital channels and reporting outputs.
• Drive the development of dashboards, scorecards, and ad hoc analyses to monitor performance and uncover opportunities.
• Collaborate with data engineering and IT teams to enhance data pipelines and enable scalable analytics solutions.
• Identify and implement innovations in data visualization, automation, and predictive modeling to elevate team impact.

What you need to succeed (minimum qualifications):

• Bachelor's degree in Computer Science, Computer Information Systems or BE / B Tech or ME / M Tech, preferably in a technical or scientific field
• Experience in Team Leadership: Managed, mentored, coached and developed teams, fostering a collaborative and creative work environment
• Experience in Resource Allocation, Capacity Planning & Resource utilization
• 12 years of relevant work experience, with at least 5 in a people leadership position
• 3-5+ years of experience in digital analytics, marketing analytics, or data strategy roles.
• Proven experience leading teams and managing cross-functional analytics initiatives.
• Strong understanding of digital ecosystems, including web, mobile, and app analytics.
• Proficiency in analytics platforms (e.G., Adobe Analytics, Adobe Customer Journey Analytics), data visualization tools (e.G., Tableau, Power BI), and SQL
• Excellent communication and storytelling skills with the ability to influence stakeholders at all levels.
• Demonstrated ability to bridge the gap between data, strategy, and execution.
• Experience in Performance Management by providing regular performance feedback, recognizing achievements and addressing areas for improvement.
• Consistently prioritizes the security and privacy of data and user information.
• Embraces diverse people, thinking, and styles.

What will give you a competitive edge (Preferred Qualifications):

• Strong cross functional collaboration
• Experience in e-commerce, retail, or airline digital environments.
• Experience with session replay tools (e.G., Quantum Metric)
• Experience with AI/ML-driven analytics or predictive modeling.
• Ability to define and track operational KPIs (e.G., engagement, conversion, retention) to drive performance.
• Experience scaling analytics capabilities in a fast-paced, matrixed organization.
• Passion for innovation and continuous improvement in digital measurement and insights.
• Experience with AWS ( Glue or Database)
• Ability to evaluate and implement new technologies that improve delivery speed, quality, or personalization capabilities.