How You'll Help Us Keep Climbing (Overview & Key Responsibilities)

About The Team /role Overview

Join Delta’s Reservations team as we transform how we serve customers and set world-class standards for customer and employee experiences. This role supports new initiatives in our engagement centers, including:

• Simplified change processes
• Cloud-based platforms (LivePerson, Amazon)
• AI-driven automation
• A state-of-the-art workforce management system
• Projects in Learning, Specialist Tools, Real-Time Service Recovery, and Operations Management

Key Responsibilities

• Analyze customer experience data to identify trends and opportunities
• Build relationships across divisions to gather insights
• Use modeling and statistical methods to understand complex drivers
• Develop goals and tactical plans for strategic initiatives
• Manage projects (summaries, action items, agendas)
• Drive process improvements for customers and employees
• Maintain feedback loops between customers, specialists, and teams
• Collaborate on cross-functional strategic projects




• Test end-to-end solutions and provide business signoff on technology changes
• Evaluate policy and process and provide recommendations and implementation strategies to improve operational efficiency of the division

What You Need To Succeed (Minimum Qualifications)

• Bachelor’s degree in Computer Information Systems, Engineering or related
• 4-7 year of relevant work experienceexperience
• Experience in analysis, data visualization, or related quantitative fields
• Comfortable presenting to leaders and working in teams
• Experience writing business requirements and designing experiences for customers and employees.
• Experience with AWS (Voice Channel and Messaging Chat)
• Experience with development lifecycle and Testing (End to End), writing test cases.
• Strong strategic thinking and problem-solving skills
• Excellent written and verbal communication
• Robust performance in current role, if applying internally
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📌 Senior Analyst (Bengaluru)
🏢 Delta Technology Hub
📍 Bengaluru