Dreams Taking Flight
By Carlson Wakefield
January 15, 2025
As a senior UX/UI innovation designer at Delta Air Lines, Pamela Heald navigates the fast-paced tech world and graduate school as she works to complete a master’s degree in design thinking and innovation from JBU.
“I came from a family that worked so hard to give us a future here,” Heald said. “My grandfather always emphasized education, and I think of him every time I push myself forward.”
At Delta, Heald’s work focuses on the operational side, developing and refining applications that support the teams responsible for flight safety and efficiency. This role has given her a comprehensive understanding of the processes that connect to every aspect of the passenger experience.
“Being on the operational side gives me a whole new view of Delta,” she said. “I see the entire journey, from when a customer books a flight to when they arrive at their destination. We call it ‘curb to gate.’ It’s fascinating.”
Previously, Heald worked on the commercial side, focusing on customer-facing experiences. Her current role has broadened her perspective, allowing her to integrate insights from both areas to improve user experience and operational efficiency.
Her time at JBU has been instrumental in shaping her professional approach. Courses like organizational management and design thinking have influenced her operations in a complex tech environment.
“Every class I’ve taken at JBU has shown up in my job,” Heald said. “They’ve built my confidence to hold my own in leadership meetings. As a Christian woman in tech, it’s not just about skills; it’s about faith in yourself.”
Heald’s hard work has not gone unnoticed. Delta awarded her its Richard Anderson Trailblazer Leadership Award, the company’s highest scholarship, which acknowledges her dedication and perseverance.
“Out of thousands of employees, being chosen is surreal,” Heald reflected. “It’s more than a scholarship, it’s a chance to continue my studies and honor the path my family worked so hard to pave for me.”
While focusing on finishing her degree, Heald is already considering future opportunities. She believes her education will open doors to new projects and leadership roles at Delta, where she hopes to make a significant impact.
“Pursuing this degree is about building the confidence and acumen I need to lead,” she said. “I remember being told everyone in certain roles at Delta has a graduate degree, which stuck with me.”
Although her courses are online, Heald feels deeply connected to the JBU community and its values, which align with her faith.
“Being at JBU has been a godsend,” she said. “It’s a place where faith matters, even in tech. I’ve gained confidence as a professional and Christian woman in this field.”
