Specialist, Design and Product Innovation

How You'll Help Us Keep Climbing (Overview & Key Responsibilities)

It’s an exciting time to be part of Delta’s Reservations & Customer Care — Experience Design & Technology organization as we reimagine how design, data, and emerging technology come together to create intuitive, world‑class service experiences. The organization is in the midst of an exciting transformation, where we are redefining how we serve customers and specialists through digital experiences, automation, and design‑led innovation.

You’ll play a critical role in shaping the future of this transformation by connecting insights, technology, and human‑centered design.

As a Specialist in Experience Design & Product Innovation, you’ll help shape the future of how Delta designs and delivers solutions for both our customers and our people. You’ll bridge human‑centered design, product strategy, and AI‑enabled innovation—using creativity, facilitation, and data‑driven experimentation to drive measurable impact across the enterprise.

You are naturally curious, comfortable in ambiguity, and motivated by the challenge of designing with purpose. You’ll partner across digital, operations, and enterprise teams to turn ideas into validated prototypes, value packs, and scalable experiences that elevate how Delta serves our customers and stakeholders.

• Lead and facilitate human-centered design sessions to uncover opportunities, align stakeholders, and co-create future-state service experiences.
• Translate insights into prototypes, blueprints, and testable product concepts that inform Product Requirement Documents (PRDs), development roadmaps, and enterprise initiatives.
• Partner with product and technology teams to apply AI and automation within customer and employee workflows, improving self‑service, containment, and quality.
• Demonstrate the ability to analyze qualitative and quantitative data to identify patterns, measure impact, and inform design or automation opportunities through strategic storytelling.
• Drive delivery of validated “value packs” that accelerate automation and omni‑channel transformation, ensuring designs move from idea to impact.
• Build and maintain feedback loops between specialists, customers, and partners to continuously improve usability, accessibility, and service quality.
• Champion design thinking and product‑centric ways of working across the organization through facilitation, playbooks, and learning sessions.
• Define and track success metrics tied to containment, efficiency, and experience outcomes; communicate progress through storytelling and data visualization.
• Collaborate with divisional partners such as Learning, Change Management, Resource Planning, and Frontline Operations to align strategy, implementation, and adoption.
• Serve as a change agent who demonstrates—not just tells—how design and emerging technology can create value for Delta and our customers.
• Ensure alignment between experience design initiatives, divisional policies, and enterprise priorities to maintain consistency across customer and specialist experiences.
• Collaborate across Delta’s divisions (i.e. Digital, IT, Airport Customer Service, In Flight Services, Loyalty, Alliances, and Compliance) to harmonize policy, process, and design standards.

• Minimum 3 years’ experience in product strategy, service design, or design thinking functions delivering measurable customer or user value.
• Proven ability to facilitate cross‑functional workshops and translate insights into actionable product or service outcomes.
• Experience with AI, automation, or digital workflow optimization tools to enhance user and customer experiences.
• Strong collaboration and communication skills; adept at simplifying complexity for diverse audiences.
• Demonstrated ability to work autonomously, influence without authority, and navigate matrixed organizations.
• Consistently prioritizes safety and security of self, others, and personal data.
• Embraces diverse people, thinking, and styles.
• Possesses a high school diploma, GED, or high school equivalency.
• Is at least 18 years of age and has authorization to work in the United States.