At Delta Air Lines, connection is at the heart of everything we do and guides our every action. We strive to welcome and care for all of our customers during their travels with us and aim to deliver an elevated experience.

Customer Experience Design (CXD) organization is founded on delivering the Delta Brand experience via welcoming, elevating, and caring service, offering distinctive and premium choices to our customers across all destinations, and personalizing the experience to create memorable connections and deepened relationship with Delta.

CXD’s Customer Insights & Prioritization (CXI&P) team is established to unlock new capabilities for Personalization, Insights, and Analytics. This team will deliver tangible, immediate incremental value to Delta using Artificial Intelligence/Machine Learning, simulation, optimization, visualization, and advanced analytics.

CX Advanced Analytics is seeking a Principal Data Scientist to take on developing data-driven solutions aimed at continually improving the customer experience. In this role you will be responsible for transforming data from disparate systems to provide insights and analytics for business stakeholders. This position requires strong analytical capabilities with a deep understanding of data modeling and design tools, while performing model monitoring and calibration. You will also work with business stakeholders and present analysis to these business users in a digestible way. This individual will also collaborate with other Data Scientists to develop advanced analytics for complex business problems.

Primary Functions:

• Responsible for the development and maintenance of models and tools (e.g., forecasting, optimization, performance, etc.)
• Collaborates with CX Advanced Analytics team and business owners to take a data-driven approach in identifying key customer pain-points, uncover insights, and develop techniques to address these issues
• Detailed understanding of data science techniques, calibrating and enhancing existing models, and monitoring model performance
• Leverage emerging technologies and identify efficient and meaningful ways to deliver meaningful insights to the business
• Hands-on experience with data modeling, design tools, and business case delivery
• Design and implement robust statistical models and machine learning algorithms to solve complex business problems
• Respond to high-priority, ad hoc analytical requests from executive leadership, delivering clear, data-driven insights to support strategic decision-making
• Presents analysis to business users in a digestible way

• 6+ years of relevant hands-on experience in data science or advanced analytics, with a demonstrated ability to execute complex projects independently
• Hands-on experience with Generative AI (Gen AI), Large Language Models (LLMs), and Natural Language Processing (NLP), including fine-tuning, prompt engineering, and deploying models like GPT, BERT, or similar in-production environments. Ability to leverage these technologies to build intelligent applications such as chatbots, summarization tools, or content generation systems.
• Strong understanding of statistical modeling, A/B testing, and data visualization
• Skilled in feature engineering, generating statistical models, and measuring feature importance and model evaluation
• Proficiency in Python, R, SQL, and machine learning libraries
• Experience in executing end-to-end analytical projects with minimal oversight, from problem definition to solution delivery
• 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.

• Masters’s degree in data science, statistics, mathematics, computer science or related quantitative field
• PhD degree in data science, statistics, mathematics, computer science or related quantitative field
• Working knowledge of statistical/machine learning tools (e.g., SAS, R, TensorFlow) preferred
• Experience in designing data models for cloud-based solutions from leading cloud providers such as AWS, Azure, etc.
• Self-motivated and take pride in building great experiences for users, whether they are employees or customers.
• Resourceful in finding the data and tools you need to get the job done
• Not afraid to ask for help when you need it, or help teammates when they need a boost
• Intensely curious about finding a solution to the pain-points of our customers along the entire travel experience