Delta Air Lines, Inc. Design Strategist in Atlanta, Georgia

An exciting role offering you the chance to define and craft the long-term design vision for the future of Delta Air Lines' customer experience. You will work collaboratively with Delta leadership, internal and external partners, and be involved in the management and execution of a best-in-class customer experience through lean innovation methodologies.


You will develop and guide the user experience and visual design for the passenger travel journey (at home, in-flight, in-airport, etc) and service recovery customer experiences

You will use your technical and functional know how to ensure our various customer experience projects are successful

Support and build relationships with stakeholders and use customer feedback to propose innovative solutions to continually improve services and put the "customer first"

You will then help deliver and implement these solutions

You will create wireframes, maps, and flows for various customer experience concepts

You will prototype experiences and services, using innovative tools

Deliver against the long-term vision for the Delta Air Line customer experience and the broader strategy for innovation

Benchmark airline, travel, and non-travel endemic customer experience best practices

We are looking for proven experience leading multi-disciplinary design projects involving multiple partners

Knowledge of design tools such as Invision, Sketch and other UX prototyping tools

Ability to design, conduct, and analyze qualitative research

Proficiency in design thinking and user-centered design principles

You should be highly adaptable, a driver of change, and capable of quickly rallying teams

Good communication skills and creative thinking, we want you be have excellent storytelling capabilities, providing appropriate business, design, customer and cultural context

Knowledge of Adobe Creative Suite and proficiency in graphic design

Masters degree from a creative field is preferred, with some professional experience and/or internships

Have the ability to conduct program analysis, track and support operational program and metrics; help resolve complex technical and financial problems with limited oversight


You're not afraid of new environments or experiences. On the contrary, you thrive on discovering new user needs and opportunities

You are intuitive and empathetic

You are capable of working both independently with a high level of autonomy, and collaboratively in a team dynamic

Be a customer yourself, put yourself in a customer's situation in order to draw up requirements and specifications.

Experience in service design, multi-media design, travel or hospitality industries are a plus