An exciting role offering you the chance to define and craft the long-term design vision for the future of Delta Air Lines' customer experience. You will work collaboratively with Delta leadership, internal and external partners, and be involved in the management and execution of a best-in-class customer experience through lean innovation methodologies.
YOUR RESPONSIBILITIES IN THIS ROLE
You will develop and guide the user experience and visual design for the passenger travel journey (at home, in-flight, in-airport, etc) and service recovery customer experiences
You will use your technical and functional know how to ensure our various customer experience projects are successful
Support and build relationships with stakeholders and use customer feedback to propose innovative solutions to continually improve services and put the "customer first"
You will then help deliver and implement these solutions
You will create wireframes, maps, and flows for various customer experience concepts
You will prototype experiences and services, using innovative tools
Deliver against the long-term vision for the Delta Air Line customer experience and the broader strategy for innovation
Benchmark airline, travel, and non-travel endemic customer experience best practices
We are looking for proven experience leading multi-disciplinary design projects involving multiple partners
Knowledge of design tools such as Invision, Sketch and other UX prototyping tools
Ability to design, conduct, and analyze qualitative research
Proficiency in design thinking and user-centered design principles
You should be highly adaptable, a driver of change, and capable of quickly rallying teams
Good communication skills and creative thinking, we want you be have excellent storytelling capabilities, providing appropriate business, design, customer and cultural context
Knowledge of Adobe Creative Suite and proficiency in graphic design
Masters degree from a creative field is preferred, with some professional experience and/or internships
Have the ability to conduct program analysis, track and support operational program and metrics; help resolve complex technical and financial problems with limited oversight
You're not afraid of new environments or experiences. On the contrary, you thrive on discovering new user needs and opportunities
You are intuitive and empathetic
You are capable of working both independently with a high level of autonomy, and collaboratively in a team dynamic
Be a customer yourself, put yourself in a customer's situation in order to draw up requirements and specifications.
Experience in service design, multi-media design, travel or hospitality industries are a plus