Manager, Digital User Experience

2 weeks ago

Atlanta, United States Delta Air Lines, Inc. Full time

How you'll help us Keep Climbing (overview & key responsibilities)
At Delta, our Digital Strategy Team is the driving force behind shaping cohesive and easy digital journeys. We're committed to leveraging human-centered design, to address the dynamic user needs of today while seizing future opportunities. Our journey involves transitioning from individual skill teams to collaborative design teams, aiming to set the gold standard for digital design that inspires product and design communities worldwide. We are inviting top-tier UX-ers to join us on this journey, driving the shift towards creating exceptional digital experiences, both for our customers and our employees.

The Manager, Digital UX Research will be responsible for leading a team responsible for understanding the needs, attitudes and behaviors of our end users in order to improve the overall user experience and drive engagement on Delta’s digital products, including employee- and customer-facing channels. The UX Research Manager will oversee and work with a set of Digital UX Researchers to utilize a combination of qualitative and quantitative research methodologies to gather insights, identify pain points, and propose solutions to enhance user satisfaction and engagement. They will coordinate with product, UI/UX design, and other stakeholder teams to execute upon the strategy to drive a best-in-class digital user experience.

Responsibilities:

* Research Program Strategy: Develop and execute a strategy for the UX Research Program that seeks to constantly improve processes and outcomes, scale research to other divisions and drive value to the organization. Partner and collaborate with other internal research and analytics teams to connect data and uncover an in-depth understanding of our end-users.
* Team Leadership: Manage and mentor a team of UX researchers, providing guidance on research methodologies, analysis techniques, and best practices to ensure high-quality work and timely project delivery. Foster a collaborative and innovative research environment.
* Stakeholder Collaboration: Collaborate closely with cross-functional teams, including product managers, designers, and engineers, to ensure that user insights are integrated into product development processes. Encourage a user-centric mindset across the organization, advocating for the importance of research in product development decisions.
* Continuous Learning: Stay abreast of industry trends, emerging technologies, and best practices in UX research and design. Share knowledge and insights with the team to foster continuous learning and professional development
* Vendor Management: Oversee relationships with external research vendors and agencies, including selecting partners, working with Supply Chain to negotiate and monitor contracts, defining project scopes, and managing budgets and timelines. Ensure that vendors adhere to quality standards and deliver actionable insights that align with business objectives.


What you need to succeed (minimum qualifications)
*
4+ years of experience in people leadership
*
Minimum 10 years of experience working within the UX Research field, websites and/or mobile apps preferred
*
Strong knowledge of UX Research methods and practices, encompassing both qualitative and quantitative approaches, including statistical analysis
*
Experience with tools such as user research platforms, eye-tracking hardware, analytics software, and design collaboration tools
*
Strong communication, leadership, and collaboration skills to work effectively with cross-functional teams and stakeholders
*
Strong influencing skills to help shape solutions and approaches among product teams to drive change and increase effectiveness
*
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)
* Degree in Human Factors, Human-Computer Interaction, or related field
* Previous retail and e-commerce research experience is highly desirable
* Experience using Figma and prototyping tools preferred


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

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