American Airlines Names Rhonda Crawford Senior VP of Customer Experience Design
American Express has appointed Rhonda Crawford as its new Senior Vice President of Customer Experience Design. Crawford, who previously served in senior roles at Delta Air Lines, will oversee the entire passenger journey, including premium lounges and in-flight experience. Her appointment was announced on American's LinkedIn page and marks a significant step in the airline's efforts to enhance its customer experience.
Crawford brings a wealth of experience to her new role, having worked in various senior positions at Delta, including Vice President of eCommerce and Senior Vice President of Digital. However, this new position at American Express represents a departure from her digital communications and strategy background. She will now lead the newly created Customer Experience (CX) organization, headed by Heather Garboden, with the aim of making American a more premium carrier and better competing with rivals like Delta and United Airlines. Crawford's new role began approximately 12 months after leaving Delta.
Rhonda Crawford's appointment signals American Express' commitment to improving its customer experience. With her extensive background and new role, she is well-positioned to drive change and enhance the passenger journey. American Express' customers can expect a more premium experience as a result of Crawford's leadership.
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