Product Analytics Specialist

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.

• 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.

• 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

• Master’s degree in Data Science, Statistics, Mathematics, Operations Research, Computer Science, or equivalent combination of education and experience
• Experience…