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Delta Air Lines

Co-Op, Consumer Insight - Innovation (Fall 2023)

Atlanta, GA

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

The Insight Innovation team leads the strategy and development of the Consumer Insight Innovation Roadmap for CX initiatives, including ensuring the identification, prioritization, development, and completion of Insight Innovation- related projects to drive more informed decisions throughout the company and deliver on our data vision of a 'single source of truth' where we 'ask less, listen more'. This team leads the end-to-end process to bring new research and insight vendors/partners in-house, identifying and communicating the value it will add to Delta in generating demand and/or better serving its customers and/or employees. In addition, responsible for the internal Consumer Insights and cross divisional collaboration, visibility, and execution of CX initiatives

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The Insight Innovation Co-Op within the Consumer Insight portfolio will work on initiatives across the entire business; initiatives range from our complex global operation to the overall customer experience. We're looking for someone who is passionate about delivering solutions for real-world, large-scale problems using best practices and techniques. This individual must have strong listening skills, attention to detail, creative problem solving, and comfort navigating ambiguity. This area will combine project management framework and agile development to bring initial prototypes and strategic vision to life to achieve value for employees and customers.

In addition to processes and activation thinking for new aspects of the customer experience, the ideal candidate will be responsible for, but not limited to:

  • Identifying, maintaining, and prioritizing Insight Innovation related projects
  • Maintaining a consolidated view of divisional CXD efforts planned and underway
  • Supporting and helping establish best practices in driving CXD work
  • Leveraging the established tools and techniques to bring needed work forward
  • Gathering of requirements, maintaining project plan, monitoring, and maintaining the health of the pipeline while maintaining Work in Process (WIP) control
  • Coordinating dependencies, identifying risks and opportunities. In addition to understanding business challenges and opportunities
  • Providing qualitative and quantitative expertise (data analysis, statistics, forecasting, simulation, and optimization)
  • Working with cross-department and cross-divisional teams on process development/improvement
  • Analyzing existing processes in order to streamline & automate processes
  • Working with one or more Agile development teams to translate product inputs into well-defined functional requirements and user stories
  • Leading story grooming sessions or requirements clarifications sessions
  • Translating product strategy into requirement documents, using use cases and process flows

The Consumer Insight team is comprised of several divisions within the travel ribbon:

The Experience Insight team is responsible for building foundational knowledge of Net Promoter Score (NPS) and deepening our understanding of customers. This involves sizing customer experience (CX) initiatives, identifying key drivers of NPS, forecasting NPS, and monitoring performance relative to the competition. The team is also responsible for CX goal setting, measuring key performance indicators, and leading monthly performance reviews with CX leadership.

The Consumer Research & Insight team conducts market and consumer research to uncover insights that guide strategic decision making and enhance the customer experience. This includes macro trends and consumer needs, category demand and foresight, messaging and advertising, brand health, and the day-of-travel experience and innovation research.

The Reporting Data and Management (RDM) team is responsible the development and execution of strategic implementation of data, reports, and dashboards.

The Survey Admin Team has leadership and oversight of Delta's CX Survey Ecosystem (the primary CX measurement survey). The team defines and executes the future vision/strategy for Delta Air Lines' CX Measurement program to enhance our ability to understand and act to improve the customer experience. The team works cross divisionally and is the primary liaison between DL teams and vendor management team(s) to ensure seamless integration of program updates.

The Insight Integration Team is responsible for providing embedded, divisional insight support to the business units with clear points of contact for the divisional leads, and clear ownership of voice by experience touchpoints.

What you need to succeed (minimum qualifications)

  • Undergraduate and graduate students in pursuit of a bachelor's or master's degree in computer science, Information Science, Mathematics/Statistics, Industrial Engineering, or another relevant quantitative field
  • Embraces diverse people, thinking and styles
  • Consistently makes safety and security, of self and others, the priority
  • Experience with programming languages including SQL, SAS, R or python
  • Ability to operate in fast-paced environment and juggle multiple projects at once on tight timelines
  • Strong analytical skills and be fluent in Microsoft Office software (Excel, Word, PowerPoint)
  • Must be available for three alternating semesters
  • Candidate is team oriented and highly supportive of continuous improvement methodologies
  • Willingness/ability to learn new skills is required

What will give you a competitive edge (preferred qualifications)

• Ability to digest large amounts of data and information and succinctly explain what can be learned from the data and how it can support decision making

• Ability to develop effective presentations and 'story boards' that help explain a need, the analysis and the findings and recommendations to leaders in an efficient and effective manner

• Desire to learn leadership techniques and best practices in problem solving and conflict resolution to enable innovation and progress on difficult to solve challenges of our customers

Additional Best Practices

• In this role:

o You should be able to listen and learn from people with many different perspectives

o You should be able to handle shifting priorities that come from the business needs

o You should be high performing and interested in driving for results

o You should be open to mentoring and learning as a method to grow and improve

The Delta Consumer Insight team is seeking co-ops to fulfill a minimum of two full-time alternating rotations based in Atlanta, GA, in line with the schedules below:

Summer start Co-op:

• Summer/Fall 2023 - 1st rotation

• Spring/Summer 2024 - 2nd rotation

• Fall/Spring 2024 - 3rd rotation

Client-provided location(s): Atlanta, GA, USA
Job ID: Delta-19673
Employment Type: Other

This job is no longer available.

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