How you'll help us Keep Climbing (overview & key responsibilities)
Now is an exciting time to be part of Delta's Reservations Customer Experience Design and Technology team as we redefine the customer and employee experiences by setting new technology standards. This is an opportunity to support and drive improvement for Delta's customer and employee experience. We are seeking a data scientist to ensure continuous optimization of processes and technologies and to ensure that products and initiatives that are implemented (enterprise) are serviceable by Res and deliver upon customer and employee experience standards.
As a Product Ops Reporting Analyst within Delta's Reservations Customer Experience Design and Technology team, you'll play a critical role in shaping how Delta designs, implements, and evaluates technologies that impact both customers and frontline specialists. This role sits at the intersection of analytics and product operations, with a focus on surfacing meaningful insights from across the product lifecycle-how a product is conceived, built, deployed, adopted, and ultimately, how much measurable value it creates.
You'll actively participate in efforts to connect the dots across design intent, real-world usage, operational feedback, and business impact. From evaluating the effectiveness of virtual assistants to understanding how UI changes influence agent handle time or customer satisfaction, your work will help ensure that enterprise tools are not only functional-but exceptional. You'll build bridges between data and action by delivering reporting and insight that influence prioritization, performance standards, and continuous improvement.
This is a hands-on, high-impact role ideal for someone who thrives on data manipulation, statistical modeling, and data storytelling. You'll develop intuitive dashboards and performance frameworks, dig into metrics that matter, and present results in a way that guides decision-making at every level of the organization. Your ability to organize complex ideas, communicate clearly, and operate in a fast-paced, collaborative environment will be essential to success.
Summary of responsibilities (not comprehensive of all tasks):
Analyze and Model: Leverage structured and unstructured data to model customer and agent interactions, identify friction points, and optimize service workflows.
Build KPIs and Dashboards: Define success metrics in collaboration with business stakeholders; build automated dashboards that reflect product usage, customer satisfaction, and employee experience outcomes.
Evaluate Product Impact: Establish closed-loop feedback mechanisms to measure the effectiveness of new features and system changes, including adoption, usability, and downstream service impacts.
Communicate Findings: Translate complex analytical insights into compelling visual and written narratives for business audiences; recommend interventions or opportunities for enhancement.
Collaborate Cross-Functionally: Act as a connective tissue between data engineering, product, and operational teams to ensure the accuracy, timeliness, and relevance of insights.
Continuously Improve: Stay current with evolving tools in data science, cloud infrastructure, and AI/ML; proactively apply new methods to improve efficiency, prediction accuracy, or business alignment.
What you need to succeed (minimum qualifications)
2+ years of experience in analysis, business intelligence, data visualization, or other relevant quantitative fields
Proficiency in working with relational databases (SQL)
Proficiency in Analytics and Machine Learning techniques (Python, SAS)
Must be performing satisfactorily in present position
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)
Master's degree in Data Science, Statistics, Mathematics, Operations Research, Computer Science, or equivalent combination of education and experience
Experience with AI enabled products and automation
Experience with AWS and cloud infrastructure
Benefits and Perks to Help You Keep Climbing
Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience, Servant Leadership, and Teamwork - every day, in everything we do. At Delta, our people are our success. At the heart of what we offer is our focus on Sharing Success with Delta employees. Exploring a career at Delta gives you a chance to see the world while earning great compensation and benefits to help you keep climbing along the way:
Competitive salary, industry-leading prot sharing program, and performance incentives
401(k) with generous company contributions up to 9%.
Paid time off including vacation, holidays, paid personal time, maternity and parental leave.
Comprehensive health benets including medical, dental, vision, short/long term disability and life benets.
Family care assistance through fertility support, surrogacy and adoption assistance, lactation support, subsidized back-up care, and programs that help with loved ones in all stages.
Holistic Wellbeing programs to support physical, emotional, social, and financial health, including access to an employee assistance program offering support for you and anyone in your household, free financial coaching, and extensive resources supporting mental health.
Domestic and International space-available flight privileges for employees and eligible family members.
Career development programs to achieve your long-term career goals.
World-wide partnerships to engage in community service and innovative goals created to focus on sustainability and reducing our carbon footprint.
Business Resource Groups created to connect employees with common interests to promote inclusion, provide perspective and help implement strategies.
Recognition rewards and awards through the platform Unstoppable Together.
Access to over 500 discounts, specialty savings and voluntary benefits through Deltaperks such as car and hotel rentals and auto, home, and pet insurance, legal services, and childcare.
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
