Specialist, Channel Experience Design

Delta Air Lines, Inc.; Atlanta (GA); On-site; USD 90,000 - 125,000; Full time

Benefits offered by this job

Competitive salary

Company 401(k) with contributions

Paid vacation & personal time

Paid holidays

Parental leave

Health benefits

Flight privileges

Career development

Employee discounts

Job summary

Delta Air Lines, Inc. is seeking a Specialist, Channel Experience Design to help improve customer engagement across voice, messaging and email, partnering with Digital, Product, Technology and Operations.

You will analyze insights, design AI-enabled and self-service experiences, and develop recommendations to boost channel performance and customer outcomes.

Qualifications

• 5+ years of experience in customer experience, service design, business strategy, operations, analytics, product management, or related disciplines.
• Experience analyzing data, identifying opportunities, and translating insights into actionable recommendations.
• Demonstrated ability to manage multiple priorities and support cross-functional initiatives in a complex environment.

Responsibilities

• Support development and execution of initiatives across Delta's voice, messaging, and email channels.
• Gather and analyze customer, specialist, and operational insights to identify opportunities for channel improvement.
• Support the evaluation and design of AI-enabled, automated, and specialist-led experiences.
• Assess journeys and interactions to identify friction points and recommend improvements.
• Partner with Digital, Product, Technology, Operations, and frontline teams to support cohesive experiences across channels.
• Support testing, implementation, and measurement of new channel experiences and capabilities.
• Develop recommendations and presentations that inform channel strategy and experience improvements.

Skills

Customer experience

Service design

Operations

Analytics

Product management

Education

High school diploma/GED

Tools

Amazon Connect (AWS)

Salesforce

Genesys

Job description

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

At Delta, we connect people and cultures, power extraordinary experiences, and shape the future of travel. Here, you'll work on complex challenges on a global scale, using augmented intelligence to build emerging technologies, amplify human potential and continuously grow the skills that keep you at the forefront of what's next.

Our Reservations & Care Experience Design team is responsible for designing customer and employee experiences across servicing, support, and recovery moments throughout the travel journey. We apply human-centered design principles to create experiences that are intuitive for customers, efficient for employees, and aligned with Delta's brand and service standards.

The Specialist, Channel Experience Design supports the design, development, and execution of experiences across Delta's service channels, including voice, messaging, and email. This role helps identify opportunities to improve how customers engage with Delta, supports the development of AI-enabled and self-service experiences, and contributes to creating seamless transitions between automated and specialist-led support.

Working across Operations, Digital, Technology, Product, and frontline teams, this role helps translate customer needs, employee insights, operational challenges, and business objectives into recommendations that improve customer outcomes, employee effectiveness, and channel performance.

As a Specialist, Channel Experience Design, you will support the design and execution of initiatives that improve customer and employee experiences across Delta's service channels. You will work across a variety of efforts focused on channel performance, AI-enabled experiences, self-service adoption, and operational effectiveness.

Key responsibilities include but are not limited to:

• Support the development and execution of initiatives that improve customer and employee experiences across Delta's voice, messaging, and email channels.
• Gather and analyze customer, specialist, and operational insights to identify opportunities for channel improvement.
• Support the evaluation and design of AI-enabled, automated, and specialist-led experiences.
• Assess customer journeys and channel interactions to identify friction points and recommend improvements.
• Partner with Digital, Product, Technology, Operations, and frontline teams to support cohesive experiences across channels.
• Support testing, implementation, and measurement efforts for new channel experiences and capabilities.
• Develop recommendations and presentations that inform channel strategy and experience improvements.

What you need to succeed (minimum qualifications)

• 5+ years of experience in customer experience, service design, business strategy, operations, analytics, product management, or related disciplines.
• Experience analyzing data, identifying opportunities, and translating insights into actionable recommendations.
• Demonstrated ability to manage multiple priorities and support cross-functional initiatives in a complex environment.
• Strong communication and relationship-building skills, with the ability to influence stakeholders and present recommendations.
• Familiarity with customer experience principles, service channels, and emerging technologies.
• Embraces diverse people, thinking, and styles.
• Is at least 18 years of age and has authorization to work in the United States.
• Consistently prioritizes safety and security of self, others, andpersonal data.
• Possesses a high school diploma, GED, or high school equivalency.

What will give you a competitive edge (preferred qualifications)

• Familiarity with AI-enabled service experiences, conversational AI, virtual assistants, or intelligent self-service capabilities.
• Understanding of customer support channels, including voice, messaging, email, digital self-service, or assisted-service experiences.
• Familiarity with channel technologies and customer engagement platforms such as Amazon Connect (AWS), Salesforce, Genesys, or similar technologies.
• Experience working in Reservations, Customer Care, contact center, airline, hospitality, or other service-intensive environments.
• Ability to connect customer insights, operational needs, and business objectives to identify opportunities for experience improvement.

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 profit 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 benefits including medical, dental, vision, short/long term disability and life insurance 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

Delta Air Lines, Inc. is an Equal Employment Opportunity / Aff…? 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