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How you’ll help us Keep Climbing (overview & key responsibilities)
Now is an exciting time to be part of Delta’s Reservations Technology and Innovation team as we redefine customer and employee experiences by setting new technology standards. This is an opportunity to support Delta’s retail strategy and help drive that vision by bringing technology initiatives to life in our Customer Engagement Centers. We are seeking a Senior Analyst to lead various product enhancements and development for RES Tech’s Axis platform.
The primary function of the role is to utilize specialist feedback, incorporate commercial initiatives, and leverage data to prioritize the development of new digital products and features within the Axis platform. Those products and features should help support Delta’s revenue initiatives, allow for a personalized customer experience, and provide seamless servicing of customers across all inbound channels. Success in this role would be measured by specialist satisfaction, platform reliability & uptime, reduction in call handle time (CHT), and improved efficiencies within the Axis ecosystem. This role will also ensure that appropriate change management strategies are deployed to ensure that specialists are adequately prepared for upcoming changes, and that there is minimal effort/impact for specialists to complete critical tasks.
