What are the responsibilities and job description for the Intern, Reservations (Fall 2023) position at Delta Air Lines, Inc.?
It’s an exciting time to be part of Delta's Reservations team as we dive into the use of advanced customer intent analysis to redefine how and where we serve customers and set new standards for the experiences we create for customers as well as thousands of Reservations and Care employees. These positions will help enable that vision by bringing new corporate initiatives to life in our engagement centers including enhanced digital self-service capabilities, new channel platforms like a cloud-based phone system from Amazon and AI-enabled Apple Business Chat, using virtual assistants to serve customers on demand, a new state-of-the-art workforce management system to help us better forecast and staff to dynamically changing demand as well as transformational projects in Learning, Specialist Tools, Real-Time Service Recovery, Operations Management, and more.
The Reservations Internship position will act as an internal consultant for Reservations working on semester long projects in advancement of divisional strategies and goals. These projects often require working cross-functionally to identify opportunities and propose solutions to improve both the customer and specialist experience. Interns are asked to use strong critical thinking and interpersonal skills to conduct activities such as:
- Track and analyze channel performance
- Resolve product and project issues and risks
- Perform extensive data analysis and collection
- Identify process improvement opportunities
These large and complex projects may contain highly confidential material and present moderate financial risk. The final project deliverable is a capstone presentation given to division leaders highlighting project lessons learned, impacts made, and recommendations going forward.
