United States, Georgia, Atlanta
Reservations & Cust. Care
20-Jun-2023
Ref #: 21427
How you'll help us Keep Climbing (overview & key responsibilities)
The Reservations Reporting & Analytics team performs detailed analysis of large volumes of data to develop actionable insights that drive operational efficiency, improvement in customer satisfaction, and revenue. We are seeking a highly organized and detail-oriented professional to join our team in the role of the Analysis Enablement and Governance Specialist. The primary responsibility of this role will be to establish and maintain a robust governance framework that aligns with industry best practices and enables divisional stakeholders to conduct analysis and develop business insights. That governance includes the development of processes, forums, and digital resources to align analytical stakeholders across the division. You will play a critical role in ensuring the consistent adoption, use and understanding of reservations raw data, certified tables and dashboards through defined governance processes and resources. Your expertise in data analytics, training, and change management will be instrumental in empowering our teams to leverage data-driven insights and make informed decisions. If you have a passion for enabling others to unlock the power of analytics, this role is for you.
Job function and key responsibilities:
Analytics Governance:
- Develop and implement data governance policies, standards, and procedures to promote consistent use and understanding of RES data, certified tables and dashboards
- Create resources for the division that drives understanding of our metrics, clarity on appropriate data sets to use based on their analysis needs, audit and maintain list of divisional dashboards ensuring clear ownership and awareness across the organization
- Develop processes to manage changes to key certified tables
- Develop, manage and maintain data dictionary, metric calculations/methodologies, certified table dictionaries for divisional use
- Collaborate with cross-functional teams to define ownership, responsibilities, and accountability across various business and product analysts
- Establish data governance metrics and key performance indicators (KPIs) to monitor and report on the effectiveness of data governance practices
- Collaborate with IT teams to ensure data governance requirements are integrated into data systems, applications, and processes
- Stay updated on industry trends, emerging technologies, and regulatory changes related to data governance, and recommend adjustments to the data governance framework as needed
Analytics Process Improvement:
- Collaborate with stakeholders to identify existing analytics processes, pain points, and areas for improvement
- Develop and document best practices, standard operating procedures, and guidelines for analytics processes and workflows
- Streamline and automate analytics processes where possible to enhance efficiency and accuracy
Change Management and Adoption:
- Create change management strategies and plans to promote the adoption and acceptance of analytics tools and methodologies
- Identify and address potential barriers or resistance to change, collaborating with stakeholders to develop solutions and mitigation strategies
- Develop communication materials, such as newsletters, emails, or intranet articles, to educate and engage employees on the benefits and value of analytics
- Monitor and evaluate the adoption and utilization of analytics tools and processes, providing regular updates and reports to management
Stakeholder Engagement and Support:
- Act as a trusted advisor and subject matter expert on analytics-related matters, providing guidance and support to stakeholders across the organization on data governance processes, tools, and best practices
- Engage with business units and departments to understand their analytics needs and requirements, aligning enablement efforts accordingly
- Collaborate with analytics teams to identify opportunities for cross-functional collaboration and knowledge sharing
- Address stakeholder inquiries, concerns, and requests related to analytics enablement, ensuring prompt and effective resolution
- Conduct training and awareness programs to promote a data-driven culture and foster understanding of data governance principles among employees
- Serve as a subject matter expert and participate in data-related projects, ensuring adherence to data governance principles and practices
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 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
What you need to succeed (minimum qualifications)
- Candidates for this position should have at minimum a Bachelor's degree in Data Science, Business Analytics, or Information Systems or related field and 3+ years of relevant work experience
- Proven experience as a business analyst with a strong understanding of data governance
- Strong knowledge of analytics tools and technologies, such as data visualization tools, statistical software, or data management platforms
- Proficiency in data analysis techniques and programming languages, such as SQL, SAS, Python, or R
- Strong understanding of data governance frameworks, data quality management, data privacy regulations (such as GDPR), and industry best practices
- Familiarity with change management principles and methodologies, with the ability to navigate organizational dynamics and drive adoption
- Periodically review processes and utilize industry best practices to drive continuous improvement
- Excellent communication and interpersonal skills, with the ability to build relationships, foster collaboration, influence stakeholders and a passion for education and mentorship
- Self-Starter with the ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment
- Detail-oriented mindset with a focus on accuracy and quality in deliverables
- Must be performing satisfactorily in current 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)
- Experience with airline industry and call center operations
- Experience in analytics, driving adoption, data governance and change management