Think Beyond The Label Jobs

Lead Innovation UX Researcher

United States, Georgia, Atlanta

Innovation & Operations Technology

24-Jun-2024

Ref #: 25366

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

Delta Innovation is a small, agile, and resourceful team who incubates and invents human-centered solutions that delight customers and empower employees. From biometric boarding kiosks to pre-selecting meals with a mobile device, many of the innovative products you see before, during, and after a flight on Delta start in Delta Innovation. At Delta Innovation, we are continually looking to embrace new technologies and processes that push the boundaries of innovation in the travel industry. To further this objective, we are seeking a UX Research Lead to join our team. We're looking for someone who is passionate about delivering pragmatic solutions for real-world, large-scale problems that impact the lives of our customers and employees, ultimately resulting in sustaining Delta Air Lines’ market leadership and growth.

The UX Research Lead reports directly to the General Manager of Innovation (Research) and is responsible for: (1) uncovering and translating user behavioral insights into meaningful opportunities for our design, technology, and strategy teams, (2) developing creative methods that enable innovation processes, (3) disseminating knowledge to the broader business and our partners. The UX Research Lead will play a crucial role throughout the entire innovation process — using learnings to inspire our teams, inform better prototypes and elevate the perspective of our stakeholders.

The following capabilities are desired:

• Design, scope, and execute research that helps us tackle crucial problems within the enterprise

• Facilitate data synthesis, generating actionable insights and strategic recommendations for strategy & design teams

• Explore and leverage secondary data (internal and external) to generate deeper insights into business problems and project direction

• Lead ideation sessions/workshops with internal business units to identify problem statements, user needs and pain points

• Ensure exceptional research deliverables via setting and exceeding best practices and standards, measurable impacts, and integrity plus rigor in the final product

• Champion innovation research to propose and deliver innovative insights that continually improve products/services that put the “human first”

• Creatively articulate the insights and stories behind our design concepts

• Manage multiple stakeholders needs both effectively and sensitively

• Advise & support junior team members on research strategies & procedures

• Benchmarking airline, travel, and non-travel endemic experiences and best practices through immersive techniques and strategies

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 profit 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)

• 5+ years of research experience

• Proven ability to use human-centered insight to answer business questions

• Proficient in qualitative & quantitative research methods, including research scope and design

• Strong understanding of Design Thinking principles, tools, and techniques

• Strong presentation skills with a creative and compelling storytelling style (executive presentations a plus)

• Sharp analytical and sense-making skills

• Deep experience using investigative (ethnographic) research to uncover human truths

• Business and consulting savvy, with an ability to think strategically

• Innate curiosity, and a passion for telling compelling human stories

• Must be independent and self-directed but able to work and influence a team of creative individuals

• Must be willing to take calculated risks and mange expectations

• Project management skills, must be highly organized and able to juggle multiple projects simultaneously

• 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)

• Familiarity with the airline or travel industry (especially operations and customer service)

• Previous roles/experience as a “mixed method’ researcher

• Experience in data visualization tools (e.g., Tableau, Power BI, etc.)

• Data analytics background and skill

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