Delta Air Lines: The Next Generation HR Service Delivery Model 

2nd Global HR Conference (24GHR) November 6, 2024, at the International House of Japan 
Summary of the keynote session delivered by Delta Air Lines (Tiara Sponsor). 

Speakers: 

• Victor Osumi, President, Delta Air Lines Japan 

• Timothy Gregory, Managing Director of HR Innovation and Workforce Technology, Delta Air Lines 

HR 2.0: The Employee Experience Ribbon 

At the core of the HR 2.0 model is the development of an ‘Employee Experience Ribbon’ that seamlessly connects all HR functions. This ribbon enhances employee satisfaction and engagement while providing a real-time 360-degree view to support data-driven decision-making. 

Simplifying Delivery Channels 

The new HR service model employs a unified omnichannel delivery system that meets employee expectations with a streamlined and efficient approach. This system supports everything from simple transactions to complex collaborations with ease. 

Innovation Through Technology and Data 

HR 2.0 leverages AI and advanced data models to boost productivity and optimize operational efficiency. By integrating employee experience data with operational data, Delta Air Lines offers personalized and practical support. 

An Employee-Centric Approach 

The HR 2.0 design prioritizes employee needs at every stage. From recruitment and skill development to compensation, career growth, and wellness, the model strengthens support to improve employee satisfaction and engagement. 

The Results: HR Supporting the Future of the Organization 

Delta Air Lines’ next-generation HR model creates a framework that directly links employee experience with organizational success. This approach benefits employees, customers, shareholders, and communities, reinforcing the company’s competitive edge. 

華園ふみ江

一般社団法人 人事資格認定機構
代表理事
米国公認会計士
ASTAR LLP 代表