The Customer Experience Design (CXD) Co-Op will support the delivery of 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, storytelling, communication, event planning, creating business cases, and executive communications/presentation support.
The CXD org is comprised of several areas within the travel journey. This role will have the opportunity to support one of the following areas:
•Onboard Brand Experience: leads the design, development, planning, and execution of interior product developments for 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.
•Inflight Entertainment & Connectivity - Engagement & Optimization: leads retail strategies for Delta Sync Wi-Fi – Delta’s fast, free Wi-Fi product – and Delta Sync seatback – the airline’s new smart TV experience onboard – to drive Delta revenue and partner brand commitments, maximizing customer engagement, and delivering on Delta’s personalization vision in onboard digital channels. The team builds audience engagement, content and offer strategies and is also responsible for customer data, analytics, and performance.
•Inflight Entertainment & Connectivity - Delta Sync Seatback: Leads the creation of Delta’s IFE Customer Experience (CX) strategy to deliver an innovative, best-in-class entertainment experience onboard our aircraft. This person will support the execution of our product roadmap by consulting with our CX, IT, and UI/UX Design partners to bring ideas to life. You will also assist with and learn all aspects of Product Management, including research, implementation, and testing to deliver an industry-leading in-flight entertainment experience to our customers.
•Inflight Entertainment & Connectivity - Wi-Fi: is a digital product management team that leads onboard Wi-Fi products. This includes provider partnerships, product innovation design & development, technical implementation, and spaneting communications to ensure continuous product improvement driven by data & analytics. The Wi-Fi team strives to continually achieve a best-in-class Wi-Fi experience through direct product testing and understanding the customer experience.
•Uniform Brand Experience: 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.
•Service Excellence: Designing elevated customer experiences for specific travel journey points or customer groups. Encompassing product design, delivery standards and people readiness through experience validation, communications, programs and learning. The team ensures that airport experience, service recovery, service policies, procedures, and actions across operational groups are aligned and deliver upon Delta’s brand beliefs.
•Onboard Dining Experience: Designs and develops the onboard dining experience with focus on culinary innovation, brand alignment, and operational excellence to deliver an elevated F&B offering at 30k feet. Delivers seamless product integration, data-driven performance insights, uncompromising food quality, and optimized product boarding —ensuring every customer enjoys a consistent, satisfying, and memorable culinary journey from pre-select to plate.