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) :

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