Co-Op, Customer Experience Design

Co-Op, Customer Experience Design (Fall 2023)

United States, Georgia, Atlanta

Product Management

17-Mar-2023

Ref #: 20044

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 Ground Experience team leads strategy and development of airport experience customer technology; drives cross-divisional efforts and innovations of ground experience customer-driven products and touchpoints; implements new groundbreaking technologies to deliver an industry-leading customer experience.

· The Onboard Brand Experience team is responsible for CX initiatives that enhance both the passenger experience and the Delta brand onboard Delta's aircraft. This 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 In-Flight Entertainment & Connectivity team leads the creation of a world class entertainment and connectivity experience for Delta. This team is responsible for developing the complete end-to-end onboard IFEC experience, including leading content curation & strategic entertainment partnerships, onboarding new/existing Wi-Fi providers, next-generation product innovation design & development, and marketing communications while ensuring continuous product improvement driven by data & analytics.

· The Uniform Brand Experience team is responsible for leading the Product Management and Operational efforts related to Delta frontline employee uniforms. The team works with uniform suppliers on product design/development/launch, 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 Service Excellence team is responsible for cross-divisional collaboration, visibility, and execution of Service Excellence initiatives throughout the organization. The team helps to ensure service policies, procedures, and actions across divisions are aligned and deliver upon Delta's brand promises.

· The Employee Enablement team is focused on improving both the employee and customer experience by better enabling our frontline to deliver the premium experience our customers expect from Delta. This team works cross-divisionally with each of the operating groups to ensure employees have the training and support they need to deliver a phenomenal customer experience. Areas of focus include employee recognition, communications, change management, and effectiveness measurement.

· The CX Integration team is focused on building and communicating a unified CX strategy and coordinating the execution of our portfolio of CX initiatives. Through cross-functional ideation and collaboration, the team will build and share resources to further support work groups in delivering impact. The co-op will assist in data/impact analysis, business case development, storytelling/communication, project & change management/coordination, and event planning/logistics.

What you need to succeed (minimum qualifications)

• Undergraduate students in pursuit of a bachelor's degree in Business, Marketing, Customer Experience, Design, Journalism/PR or related field in a 4-year degree program
• Must be available for three alternating semesters
• 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

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:

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

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

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

o 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- working, Spring- school, Summer- working, Fall- school, and Spring- 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