Delta Jobs

Co-Op, Customer Experience Design (Fall 2024)

United States, Georgia, Atlanta

Product Management

04-Mar-2024

Ref #: 23322

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

A Customer Experience Design (CXD) Co-Op will provide support to deliver best in class products, services, and experiences to Delta’s global customer and employee bases. The CXD organization manages the customer and employee experience across key areas of the business. The role will assist in market/competitor research, data analysis, ideation, problem-solving, marketing, communication, event planning, creating business cases, and executive communications/presentation support.

The CXD org is comprised of several areas within the travel ribbon. This role will have the opportunity to support one of the following areas:

The Service Recovery Team is responsible for improving both the employee and customer experience by better enabling our frontline to deliver the premium experience our customers expect from Delta. The team helps to ensure service policies, procedures, and actions across divisions are aligned and deliver upon Delta’s brand promises.

The Onboard Brand Experience Team  leads the design, development, planning, and execution of interior product developments for new aircraft deliveries, aircraft modifications, and other customer-facing fleet projects, along with best-in class onboard amenities (e.g. amenity kits, bedding) and experiences that create moments of delight for our customers and crew, all with a focus on delivering an innovative and consistent onboard customer experience that reinforces the core Delta brand attributes.

The Uniform Brand Experience Team leads the Product Management and Operational Program Management related to Delta frontline employee uniforms. The team works with uniform suppliers on product design/development/distribution collaborates with internal Consumer Insights teams to gather employee/customer feedback related to products, partners with agencies to lead marketing campaigns for uniform-related initiatives and handles all internal and external uniform communications and collateral.

The Inflight Entertainment Wi-Fi Team  leads onboarding new/existing Wi-Fi providers, next generation product innovation design & development, and marketing communications while ensuring continuous product improvement driven by data & analytics. Provides direct feedback testing the customer experience to drive continuous improvement driving product and partnerships engagement.

The Inflight Entertainment Delta Sync Seatback Team leads the creation of Delta’s future IFE strategy and product roadmap, to deliver an innovative, best-in-class entertainment experience for our customers. This person will help translate Delta’s future IFE strategy into an actionable product roadmap, assisting with all aspects of research, design, development, implementation, and testing to deliver an innovative, best-in-class entertainment experience for our customers.

What you need to succeed (minimum qualifications)

• Must be available for three alternating semesters

• Must be enrolled in an accredited College or University during program duration

• Experience in research analysis, deck building/presentations, project coordination, and communications

• Demonstrates organizational skills, including attention to detail and ability to prioritize and pivot for unexpected deliverables or needs

• Candidate is team-oriented and highly supportive of continuous improvement methodologies

• Strong organizational, project management, and verbal/written communication skills are essential

• Proficiency in MS PowerPoint, MS Word, MS Excel; knowledge of SharePoint site administration and OneDrive experience is preferred

• Willingness/ability to adapt quickly and learn new skills is required

• 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)

· Ability to tackle multiple projects at once, adhering to different timelines and working with many cross-functional partners to ensure alignment and consistency within each project

· Ability to develop effective presentations that help tell a story and present an idea/recommendation 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

Additional Best Practices

In this role:

· You should be able to listen and learn from people with many different perspectives

· You should be able to handle shifting priorities that come from the business needs

· You should be high performing and interested in driving for results

· You should be open to mentoring and learning as a method to grow and improve

Co-op Program Outline

· Co-ops will spend three alternating semesters working full-time at Delta and enrolled in courses at your university.

o Example: Fall 2024- working, Spring 2025- school, Summer 2025- working, Fall 2025- school, and Spring 2026- working

· At the end of the program, you will have one full year experience.

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