> Markdown version of [/jobs/ext/3557450-specialist-channel-experience-design](https://www.wearedevelopers.com/jobs/ext/3557450-specialist-channel-experience-design). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Specialist, Channel Experience Design - **Company:** Delta Air Lines, Inc. - **Location:** Atlanta, GA, United States - **Experience:** Expert - **Contract:** Temporary contract - **Skills:** Artificial Intelligence, Amazon Web Services, Data Analysis, Salesforce.Com, Service Design, User-Centered Design, Amazon Connect, Chatbots, Genesys - **Published:** October 2, 2026 - **Apply:** https://dejobs.org/x/x/6EDE6EC9AE2A409295EF6A6D4B375DBB/job/ ## About the Role * 5+ years of experience in customer experience, service design, business strategy, operations, analytics, product management, or related disciplines. * Experience analyzing data, identifying opportunities, and translating insights into actionable recommendations. * Demonstrated ability to manage multiple priorities and support cross-functional initiatives in a complex environment. * Strong communication and relationship-building skills, with the ability to influence stakeholders and present recommendations. * Familiarity with customer experience principles, service channels, and emerging technologies. * Embraces diverse people, thinking, and styles. * Is at least 18 years of age and has authorization to work in the United States. * Consistently prioritizes safety and security of self, others, andpersonal data. * Possesses a high school diploma, GED, or high school equivalency. What will give you a competitive edge (preferred qualifications) * Familiarity with AI-enabled service experiences, conversational AI, virtual assistants, or intelligent self-service capabilities. * Understanding of customer support channels, including voice, messaging, email, digital self-service, or assisted-service experiences. * Familiarity with channel technologies and customer engagement platforms such as Amazon Connect (AWS), Salesforce, Genesys, or similar technologies. * Experience working in Reservations, Customer Care, contact center, airline, hospitality, or other service-intensive environments. * Ability to connect customer insights, operational needs, and business objectives to identify opportunities for experience improvement. ## Description Our Reservations & Care Experience Design team is responsible for designing customer and employee experiences across servicing, support, and recovery moments throughout the travel journey. We apply human-centered design principles to create experiences that are intuitive for customers, efficient for employees, and aligned with Delta's brand and service standards. The Specialist, Channel Experience Design supports the design, development, and execution of experiences across Delta's service channels, including voice, messaging, and email. This role helps identify opportunities to improve how customers engage with Delta, supports the development of AI-enabled and self-service experiences, and contributes to creating seamless transitions between automated and specialist-led support. Working across Operations, Digital, Technology, Product, and frontline teams, this role helps translate customer needs, employee insights, operational challenges, and business objectives into recommendations that improve customer outcomes, employee effectiveness, and channel performance. As a Specialist, Channel Experience Design, you will support the design and execution of initiatives that improve customer and employee experiences across Delta's service channels. You will work across a variety of efforts focused on channel performance, AI-enabled experiences, self-service adoption, and operational effectiveness., * Support the development and execution of initiatives that improve customer and employee experiences across Delta's voice, messaging, and email channels. * Gather and analyze customer, specialist, and operational insights to identify opportunities for channel improvement. * Support the evaluation and design of AI-enabled, automated, and specialist-led experiences. * Assess customer journeys and channel interactions to identify friction points and recommend improvements. * Partner with Digital, Product, Technology, Operations, and frontline teams to support cohesive experiences across channels. * Support testing, implementation, and measurement efforts for new channel experiences and capabilities. * Develop recommendations and presentations that inform channel strategy and experience improvements. ## Related Videos - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Chatbots are going to destroy infrastructures and your cloud bills](https://www.wearedevelopers.com/videos/1130-chatbots-are-going-to-destroy-infrastructures-and-your-cloud-bills) - [Wardley Maps for Software Developers](https://www.wearedevelopers.com/videos/665-wardley-maps-for-software-developers) - [What If We Designed Employee Experience Like a Customer Journey?](https://www.wearedevelopers.com/videos/1824-what-if-we-designed-employee-experience-like-a-customer-journey) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Data Science on Software Data](https://www.wearedevelopers.com/videos/162-data-science-on-software-data) ## Related Articles - [Got AI ideas but no money? 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