The Customer Experience Department supports the Department of Aviation by providing complete guest experience management from curbside to gate. It is responsible for cultivating customer relationships, creating metrics to measure customer and employee experience, designing customer experience processes, coordinating ADA compliance, managing training programs, planning events, and developing strategic partnerships. The department includes three business units and manages an $18 million customer service contract.

1. Customer Experience Department
Overview: The Customer Experience Department supports the Department of Aviation
in executing its strategicpriorities by providing complete guestexperience management
to both partners and the travelling public. It achieves its goals by systematically building
relationships to provide a consistent level of service from curbside to gate while making
ordinary service extraordinarily accessible. It includes three business units: The ADA
Office, Office of Volunteerism and Guest Relations.
The division’s primary responsibilities include:
 Responsible for cultivating customer relationships and serving as the lead
brand advocate throughout the Enterprise and all contact points, including e-
mail, phone, live chat, and social platforms.
 Responsible for the creation of key performance metrics to measure customer
experience and brand awareness, capturing customer behavior, analysis of
results, and development of cross-departmental recommendations.
 Responsible for the creation of key performance metrics to measure team
member and partner experiences and brand awareness, capturing team
member and partner behaviors and analysis of results assuring quality control.
 Design, communicate, maintain and continually optimize departmental
processes that address business needs and that ultimately yield an excellent
and brand-appropriate customer experience.
 Coordinating compliance with the Americans with Disabilities (ADA) Act, 504 of
the Rehabilitation Act of 1973, Air Carrier Access Act and other federal and
state laws and regulations pertaining to persons with disabilities.
 Managing all training programs geared towards our partners within the
enterprise. Specific programs include ADA, Human Trafficking and Customer
Service Programs.
 Planning and implementing annual entertainment series, holiday events and
employee celebrations for the Enterprise.
 Developing strategic partnerships with corporate, volunteer, civic and non-
profit organizations that align with the Enterprises’ strategic priorities.
 Management of the Enterprises $18 Million Customer Service Contract.