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

OBJECTIVE

As part of the Customer Experience Team, you will be identifying gaps and finding opportunities in the end-to-end customer journey. Analyze every touchpoint for all audiences, and pinpoint areas for improvement. Project manage initiatives, engaging partners across the company, collaborate on innovations and ideas to build a more seamless and differentiated customer experience.

ESSENTIAL FUNCTIONS

• Evaluate Delta Vacations current customer experience strategies and touchpoints, documenting, redefining, optimizing, and measuring them
• Understand and map the Delta Vacations journey for various audiences and channels
• Proactively identify any opportunities, failures, gaps in seams in the process and develop a case/plan to resolve as many as possible
• Work with cross functional teams including Marketing, Brand, Insights, Revenue Management, IT, Product, Customer Engagement Center, etc. to develop, implement, and evaluate customer touchpoints and interactions in all channels
• Innovate, design and develop existing and new experiences that meet brand standards and mission
• Find moments of delight or differentiation across the vacation experience
• Represent a CX customer centric strategy in company efforts regarding marketing/retail strategy, brand strategy and communications, insights, revenue management, B2B and B2B2C marketing, the Customer Engagement Center, Human Resources, IT, Finance and more
• Work with the Delta CX team(s) and the Delta Brand Experience team ensuring we are working to reduce any seams in the experience for our shared customers and prospects
• Measure the customer experience, using existing and new tools and technology
• Document and communicate progress, blockers, issue analysis and resolutions to partners

HIGH ACCOUNTABILITY FUNCTIONS

• Lead key CX initiatives, confidently communicating proposals/recaps to leadership team.
• In collaboration with CX cross functional team (POD), manage the workstream activities to achieve business goals.
• Serve as SME on all CX projects, journey stage opportunities, develop and implement initiatives to further drive enhancements.
• Develop and lead project pilot strategy.

OTHER DUTIES

• Coordinate meetings and events for DLV Management and partners
• Prepare presentations for DLV Management
• Train, and lead team member(s), and continue to grow your own customer experience expertise to remain relevant, industry-leading

WORK ENVIRONMENT

• DLV Corporate Headquarters, Atlanta GA
• Full-Time Monday through Friday; 8:30 a.m. to 5 p.m. Occasional evening and weekend may be required as job duties demand
• TRAVEL
• Domestic/International travel may be required to fulfill assigned responsibilities.

Benefits and Perks to Help You Keep Climbing

What you need to succeed (minimum qualifications)

• Highly motivated self-starter that drives for results
• Possess strong attention to detail
• Must demonstrate and be able to manage cross functional teams
• Must be able to effectively and professionally communicate with management, staff and customers as
• well as demonstrate sound judgment/reasoning skills
• Two years of project management experience required, preferably in an agile environment
• Experience working on digital transformation projects
• Ability to think creatively, solve problems collaboratively with a passion for the customer and works quickly under deadline
• Strong PC skills including MS Word, and Excel, PowerPoint, Adobe Acrobat Reader and Outlook required
• Must demonstrate strong English language writing, grammar and proofreading skills
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.

What will give you a competitive edge (preferred qualifications)

• Bachelor’s degree from a four-year college or university required; or equivalent work experience; or equivalent
• Travel and/or tourism industry experience preferred
• Knowledge of Delta Vacations programs and brands preferred