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 spanet/competitor research, data analysis, ideation, problem-solving, spaneting, 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 spaneting 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 spaneting 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.