Senior Product Leader, Digital Experience Audience and Personalization

The Digital Experience Audience & Personalization team is expanding to meet the growing demand for personalized content and experience delivery as we evolve the way we use data to better understand and target our users. As we scale our CDP (Customer Data Platform) activations across channels the need for contextual, personalized content has never been greater. The team currently supports 16+ enterprise teams/business units and over 75+ individual stakeholders, we expect this number to significantly grow as the enterprise relies on digital channels to deliver business goals. In an average month the team is responsible for managing and optimizing ROI of ~250M impressions across targeted digital placements to ensure that the Delta delivers the right message, to the right customer, at the right time and in the right channel. It is critical to build a strong operating model for technical personalization operations with new tech and tools as we expand our capabilities in 2025 and beyond.

The ideal candidate will have a passion for the Delta customer, finding and delivering the most relevant experiences in digital channels.

Responsibilities:

• Manage governance and prioritization of offers: Work closely across teams to understand and govern offer prioritization, exposure and customer journey management. Maintain dynamic governance management of all new placements with data driven insights on their performance. Work with internal Digital Tools, Customer Data Platform CoE and IT partners for technical implementations for targeting and personalization orchestration.
• Customer Journey mapping: Defining customer journeys with introduction of new offers and messaging archetypes. Identify areas of opportunity and growth for both net new experiences, and enhancements of existing digital experiences. Partner with Marketing to align on our customer journey roadmap and connect users' offsite (via owned and paid media) experiences to an onsite experience. Consult internal stakeholders on their business objectives and which relevant journeys could be built to meet those objectives.
• ROI Accountability: Be directly accountable for the results of governance strategy ensuring strategic journeys deliver business value and measured ROI. Ownership of performance across omni-channel personalized campaigns, identifying key trends and best practices across various digital placements.

Benefits and Perks to Help You Keep Climbing

Our culture is rooted in a shared dedication to living our values - Care, Integrity, Resilience and Servant Leadership - 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 prot sharing program, and performance incentives.
• 401(k) with generous company contributions up to 9%.
• New hires are eligible for up to 2-weeks of vacation. This is earned for use in the following vacation year (April 1 - March 31).
• In addition to vacation, new hires are eligible for up to 56 hours of paid personal time within a 12-month period.
• 10 paid holidays per calendar year.
• Birthing parents are eligible for 12-weeks of paid maternity/parental leave.
• Non-birthing parents are eligible for 2-weeks of paid parental leave.
• Comprehensive health benets including medical, dental, vision, short/long term disability and life insurance benets.
• 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)

• Experience with establishing targeting strategy, willingness to learn new tools and quickly develop new skills especially cross MarTech tools and systems
• Ability to understand testing and production environment protocols for providing feedback to stakeholders
• Proven track record of operationalizing strategic priorities within a digital environment, ability to digest complex data and think with a customer journey mindset
• Strong understanding of personalized content delivery and customer journey management
• Excellent project management and organizational skills
• Ability to work collaboratively with multiple enterprise teams (internal and external). Successful applicants will have demonstrated initiative and a high degree of success in working in cross-functional team environments.
• Results-driven mindset with a focus on accountability and value measurement
• A working knowledge of Delta operations, departments and overall infrastructure
• A collaborative and diplomatic attitude, with a self-start mentality - you should be wanting to seek out new opportunities to improve the customer experience
• 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)

N/A