Project Leader, Customer Insights

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

The Customer Insights Lead exists to ensure that business decisions are grounded in a deep understanding of customer needs, behaviors, expectations, and experiences. This role serves as the voice of the customer, translating complex customer, market, and operational data into actionable insights that inform strategy, product development, customer experience, marketing, and commercial priorities.

• Design and execute quantitative and qualitative research programs to understand customer needs, attitudes, behaviors, and experiences, translating findings into actionable business recommendations.

• Partner with Product, Customer Experience, Commercial, Marketing, and other stakeholders to define learning agendas, frame business questions, and ensure customer insights inform key decisions and investments.

• Integrate survey research, customer feedback, behavioral, operational, and market intelligence data to develop a holistic understanding of customer needs, opportunities, and emerging trends.

• Develop clear, compelling narratives, reports, and presentations that communicate customer insights, business implications, and recommended actions to stakeholders, including senior leadership.

• Oversee all phases of research projects, including study design, methodology selection, questionnaire development, vendor management, fieldwork execution, analysis, and delivery of results.

• Apply best practices in survey methodology, sampling, experimental design, and analytics while leveraging emerging research technologies and AI-enabled tools to improve effectiveness and efficiency.

• Proactively uncover unmet customer needs, pain points, and areas for differentiation, helping the organization prioritize initiatives that strengthen customer preference, loyalty, and business performance.

What you need to succeed (minimum qualifications)

• Is at least 18 years of age and has authorization to work in the United States.

• Possesses a high school diploma, GED, or high school equivalency.

• Embraces diverse people, thinking, and styles.

• Consistently prioritizes safety and security of self, others, and personal data.

• Bachelor's degree required, with major in Marketing, Economics, Business, Psychology or related field preferred

• Experience leading large scale complex market research projects, and project management

• Experience with data storytelling, data visualization and executive communication

What will give you a competitive edge (preferred qualifications)

Master’s degree and/or 4+ years proven experience in data analysis, customer insight, web analytics, innovation, or brand/product management strongly preferred

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 profit 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 benefits including medical, dental, vision, short/long term disability and life benefits

• 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