Senior Analyst – Reservations Reporting and Analytics

Delta Air Lines, Inc.

Atlanta, GA 30309

Posted 1 month ago

Job Description

Senior Analyst – Reservations Reporting and Analytics

United States, Georgia, Atlanta

Reservations & Cust. Care


Ref #: 14961

LinkedIn Tag: LI-MH1

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

Reservations and Customer Care is seeking a high-performing individual for the role of Senior Analyst – Reporting & Analytics. This person will be responsible for the development and maintenance of demand forecasting models, and dashboards and reports to communicate expected and actual performance across various metrics including volume, handling efficiency, wait times and customer satisfaction. Will also be responsible for using data and customer feedback to develop actionable insights that drive improvement in customer satisfaction, revenue generation and operational efficiency.

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

+ Provide analytical support and data to identify opportunities for customer satisfaction improvements, contact deflection, and handling efficiency

+ Develop and maintain a new forecasting model to provide insights into customer demand and expected operational performance

+ Support reporting processes for division-level performance to include defining metrics, setting goals and developing reports with clear takeaways for leaders and stakeholders

+ Create dashboards to support self-service needs for Reservations leadership and other teams within the division

+ Analyze data, develop recommendations, and communicate in an executive presentation format

What you need to succeed (minimum qualifications)

+ Bachelor's degree or related experience in business, economics, technology, engineering or related field required

+ 18-24 months of relevant work experience in strategic planning, reporting or analytics positions

+ Experience with SAS/SQL or similar software products, Tableau or Power BI dashboard development, and MS Office products (Excel, PowerPoint, etc.)

+ Strategic thinking and creative problem-solving skills with ability to translate data into a logical and actionable story

+ Proficiency in written and oral communications and able to produce concise, relevant documents and executive presentations

+ Demonstrates initiative and self-directs work with ability to manage multiple priorities

+ Strong influencing skills to drive positive outcomes, and ability to collaborate with others

+ Must be performing satisfactorily in present position

Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.

What will give you a competitive edge (preferred qualifications)

+ Experience with airline revenue/ticketing data, or operations (call center or other) performance metrics and reporting

+ Experience with forecasting processes and tools

Delta Air Lines, Inc. is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation in its application process for qualified individuals with disabilities and disabled veterans. If you are a qualified individual, you may request a reasonable accommodation if you are unable or limited in your ability to access job openings through this site, apply for jobs through Delta’s online system, or at any point in the selection process. To request a reasonable accommodation, please click here

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