Consumer advocate job description

United States, Georgia, Atlanta

Global Consumer Insight

25-Apr-2022

Ref #: 13757

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

At Delta, we believe deeply in delivering a world-class customer experience, and the Consumer Insight team is at the heart of guiding the customer experience strategies for the business.

Consumer Insight elevates Delta's customer experience through provocative, data driven insight, and lead voice of customer-based prioritization of CX efforts across the enterprise.

Delta's Consumer Insight - Insight Innovation team is seeking best-in-class candidates for the co-op of a lifetime. Delta will host co-ops to work in-person at its World Headquarters in Atlanta. Our co - o ps are full members of our team, developing a deep understanding of our global company, directly supporting the efforts of the Consumer Insight teams, and gaining exposure to other departments, partners, and experiences.

The Insight Innovation c o- o p will be responsible for the development, distribution, and maintenance of ideas related to Delta's customer experience and surveying data. This will encompass designing processes, reports, tasks, etc. in a way that is easily digestible and meaningful to the organization in addition to the technical aspects of populating, quality checking, and automating the data. We are looking for someone interested in learning data management and confident navigating and distilling large datasets into easily understandable and digestible formats. Data integrity is of the utmost importance to Consumer Insight, and this position will require an eye for detail and be responsible for ensuring all data reported has been thoroughly validated. A successful candidate will also have a strength in data visualization and UX design - finding ways to creatively showcase the data as effectively as possible.

What you need to succeed (minimum qualifications)

+ Undergraduate students in pursuit of a bachelor's degree in Computer Science, Information Science, Mathematics/Statistics, Industrial Engineering, or another relevant quantitative field

+ Where permitted by applicable law, must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered for U.S.-based job, if not currently employed by Delta Air Lines, Inc.

+ 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

+ 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)

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

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

We are ASICS. And our five letters have meaning. ‘Anima Sana in Corpore Sano' or a Sound Mind in a Sound Body.

We've always believed in the positive benefits of movement. And this year, we've recommitted to this founding purpose, supporting more people to experience the transformative power of movement, on the body and the mind.
So, this is your chance to join a truly purpose-driven brand.

The ASICS Digital Consumer Insights team is seeking an enthusiastic and curious student with an interest in consumer behavior and market research. Over the course of the internship, the intern will learn how to derive consumer insights from social listening by leveraging tools and technologies such as Sprinklr as well as conducting qualitative consumer interviews to validate findings. The intern will have the opportunity to see his or her insights put into action by collaborating with product and marketing managers across the globe.

A little bit about us

ASICS Digital is a division of ASICS based in Boston, Massachusetts. Our goal is to build innovative digital technologies to better connect the ASICS brand to its consumers. We are responsible for the continued development of fitness solutions such as ASICS Runkeeper and ASICS Studio, global Ecommerce platforms, and other digital services that inspire people to move, get fit and stay healthy.

A little bit about our team

Our team strongly values curiosity, kindness, and honesty. We enjoy challenging ourselves with new problems and emerging technologies, we care about making products that help both our customers and other ASICS employees, and we trust each other to be honest about challenges so that we can overcome them as a team. On a typical day, you can find us working at our desks, solving problems in a conference room, joking around in the kitchen area, or going for impromptu coffee walks outside.

Job Duties:

Create and modify social listening dashboards based on product or marketing project requirements
Parse through social media data, product reviews and news, identifying key trends, and analyzing what pieces of information will help our marketing and product teams generate more insightful briefs and campaigns
Develop insights reports in Google Slides to share data and trends
Maintain a database of consumers for weekly qualitative interviews
Validate social listening findings with qualitative interview development
Collaborate with members of the consumer engagement team and product line managers

Requirements:

Pursuing a Bachelor's degree, preferred fields of study include: business, marketing, market research or social science field
Marketing/research background/experience
Demonstrated leadership skills through academic and extracurricular activities
Excellent quantitative, analytical, and communication skills
Collaborative, entrepreneurial, energetic, and adaptable
Become a part of the ADI community:
ADI is taking active steps towards becoming a diverse, equitable, and inclusive workplace. We aim to engage in D&I work that permeates our organization and all employees are expected to be actively involved.

-ADI is a strong, global community where we collaborate and care for each other.
-We value a diversity of opinion, everyone's input, and increasing the number of voices at the table.
-You'll have the opportunity to join the D&I task force, participate in affinity spaces, learn and grow on your anti-racist journey. We all need to know what anti-racist is so that everyone can talk about what it actually means.
-We center our employees as full people. We don't just accept difference, we celebrate it, support it, and thrive on it for the benefit of our employees, our products, and our community.

Equal Opportunity Employer Description:
At ADI, we don't just accept diversity- we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. ASICS Digital is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or fitness level.

This role is based in the NYC area and requires this hire to come into our SoHo office 3x a week.

Parade is looking for a Head of Consumer Insights to help Parade better understand our customers. They will use research, response gathering, and data analytics to identify issues or shortcomings with customer interactions with the product and brand. The insights can then be used to design potential processes and procedures and provide reports to assist in product development, marketing strategies, sales projections, identify market gaps, or improvement of the services of the company.

What You'll Do:

• Consumer Insights
• • Understand the needs and motivations of consumers, knowing purchase journey, loyalty drivers and road blocks
  • Represent the voice of our consumers to inform product decisions, investments, and key emotional drivers
  • Communicate insights to internal teams and leadership to provide actionable recommendations and help lead implementation
• Data Analysis & Reporting
• • Work with retention team to determine customer segmentation and clear needs for each audience
  • Define the voice of the customer (by market)
  • Regularly conduct deep dives on tickets, survey results, CR usage, etc. in order to understand the user journey and the support experience we're delivering
  • Develop reports to showcase insights, distribute and collaborate with relevant teams to make more informed marketing, product, branding, and sales decisions.
• Customer Experience
• • Ensure that we are working with the right CX vendors, systems and software providers to provide best possible service to our customers
  • Continuously improve SLAs, responses and CX processes based on how consumers are responding or not to CX agents
  • Investigate complex issues to determine root cause of technical failures and consumer dissatisfaction
  • Advocate for users by identifying pain points that could be improved through targeted optimizations
  • Prepare management reporting on CX function for senior leadership

What You'll Bring:

• 7+ years in consumer insights or relevant experience
• A history and passion for consumer-advocacy
• Understanding of e-commerce, logistics, and CRM data
• Strong quantitative analysis skills and a data driven approach to problem solving
• Demonstrated ability to perform well in a highly dynamic, rapidly changing environment
• An ability to identify upstream blockers and prioritize solutions
• A strategic-thinking, solutions-driven mentality and a hunger to learn
• Strong communication skills and ability to distill complex data sets into simple and digestible takeaways for senior leaders
• Ability to project manage and ensure deadlines are met

What We Value
We Play to Win 🏆 :
We compete to win the race. We are here to make Parade the embodiment of excellence and we do that by becoming the best in the world at what we do.
We Move Like Water 🌊 :
We're flexible, fast, energized, and bring a blank slate approach to work every day.
We're Box Packers 📦 :
We like being in the trenches and getting our hands dirty to make her experience with Parade great. We put in the hours because we know that's what drives results.
We're Aligned & Collaborative 💚 :
We strive to create alignment and we love to collaborate with one another through creating structure.
We Spark Magic & Have Fun 🌟 :
We're optimistic and creative people. We love fun and we embrace the ride.