How You'll Help Us Keep Climbing (Overview & Key Responsibilities)
Overview
Join Delta's Reservations team as we transform how we serve customers and set world-class standards for customer and employee experiences. This role supports new initiatives in our engagement centers, including:
- Simplified change processes
- Cloud-based platforms (LivePerson, Amazon)
- AI-driven automation
- A state-of-the-art workforce management system
- Projects in Learning, Specialist Tools, Real-Time Service Recovery, and Operations Management
What You'll Do
As part of the
Channel Experience Strategy team, you'll help design and improve customer experiences across Delta's customer contact channels:
- Voice (phone)
- Messaging
- Social media
- Email and notifications
Our Voice channel runs on AWS Connect and uses data and design thinking to create seamless experiences. You'll:
- Define business requirements
- Partner with other teams and divisions (Digital, DLV, IT, Loyalty, CXD, etc.) to scope opportunities
- Anticipate impacts and guide strategic decisions
- Partner to design, test and implement solutions in the technology
Our team is responsible for creating and driving the strategy of a world class, frictionless experience for our customers and specialists. We leverage data integrations to predict a customer's needs, trigger the right channel experience, inform future innovations, or optimize channel architecture. This role is a blend of
technical expertise, analytical skills, and customer experience strategy.
Key Responsibilities
- Analyze customer experience data to identify trends and opportunities
- Build relationships across divisions to gather insights
- Use modeling and statistical methods to understand complex drivers
- Develop goals and tactical plans for strategic initiatives
- Manage projects (summaries, action items, agendas)
- Drive process improvements for customers and employees
- Maintain feedback loops between customers, specialists, and teams
- Collaborate on cross-functional strategic projects
- Test end-to-end solutions and provide business signoff on technology changes
- Evaluate policy and process and provide recommendations and implementation strategies to improve operational efficiency of the division
What You Need To Succeed (Minimum Qualifications)
What You Need to Succeed (Minimum Qualifications)
- Experience in analysis, data visualization, or related quantitative fields
- Comfortable presenting to leaders and working in teams
- Strong strategic thinking and problem-solving skills
- Excellent written and verbal communication
- Bachelor's degree (MBA preferred but not required)
- 3–5 years of relevant experience
- Strong performance in current role
- Models Delta's core values and safety practices
Behavioral Competencies
- Ability to produce high quality results, work in a collaborative environment by embracing diverse perspectives and with a solution-based approach.
- Adapt communication clearly and concisely based on team dynamics and expresses thoughts & ideas effectively.
- Ability to engage effectively with peers and stakeholders to build trust and reliable working relationships.
- Ability to understand business processes, implement innovative solutions, guide juniors on continuous improvement by constantly updating oneself on current technology & trends.
- Inquisitive to understand customer and business expectations while creating value addition on technical solutions.
What Will Give You a Competitive Edge (Preferred Qualifications)
What will give you a competitive edge
- 2–4 years working with customer contact channels (Voice Bot development, routing flows, data integrations)
- 2–3 years Delta Reservations experience (Operations, NOC, Resource Planning)
- Experience developing and delivering AI based customer and employee solutions
About The Company
What started as a humble, little aerial crop-dusting operation called Huff Daland Dusters in 1924
has now grown into the U.S. global airline leader in safety, innovation, reliability, and customer
experience. Headquartered in Atlanta, Georgia, Delta Air Lines is known for its operational
excellence and award-winning customer service.
Powered by our employees worldwide, Delta has led the airline industry in operational excellence for
a decade while maintaining our reputation for award-winning customer service. With our mission of
connecting the people and cultures of the globe, Delta strives to foster understanding across a
diverse world and serve as a force for social good.
In 2026, Delta Air Lines continued to earn global recognition for its performance, culture and
operational excellence. Delta was named to Glassdoor's 2026 Top 100 Best Places to Work list for
the ninth time, standing as the only airline recognized. Delta also secured the 11th spot on Fortune's
World's Most Admired Companies list, marking its 13th consecutive year earning this distinction.
Delta was also recognized by Cirium as the top on-time airline in North America for the fifth
consecutive year, underscoring its unwavering commitment to reliability and customer experience.
About The Delta Technology Hub (DTH), Bangalore
The DTH is one of Delta Air Lines investments in world-class business capabilities and technology aimed
at transforming how Delta Air Lines operates and provides world-class travel experiences to
its customers through innovation and cutting-edge methodologies. By continuously reimagining processes and driving technology-led transformation, the Delta Technology Hub plays a pivotal role in Scripting The Future of Aviation. The organization is certified by the Great Place to Work Institute (India). The Delta Technology Hub was a finalist for the iVolunteer Awards 2024/2025 in the Leader in Employee Volunteering category. This nomination highlights our remarkable volunteering initiatives and the outstanding practices we implement to encourage and support our employee volunteering program. For more information, please visit www.deltatechhub.com
Why join
- Technology is a key enabler of the differentiated services that Delta provides. At the DTH, you get the opportunity to work on projects with a significant impact on business outcomes and customer experience.
- Deepen your knowledge by taking part in multifaceted learning and development programs – exposure to extensive internal and partner repositories, institutional affiliations, and industry SIG (Special Interest Groups) partnerships.
- Immerse yourself in an employee-centric culture.
- Develop deep and broad business acumen on airline operations while retaining focus on cutting-edge technology driven solutions.
- Avail a full range of benefits that support you and your family: Medical Insurance, Transportation to and from the DTH office, Complementary Cafeteria Meals, Special Travel opportunities and Travel Privileges, Car Lease Program, Paid time off, Parental Benefits and National Pension Scheme.
