Allison Ausband is Executive Vice President and Chief Customer Experience Officer for Delta Air Lines.
She previously served as Senior Vice President — In-Flight Service, leading a team of 24,000 flight attendants, supervisory and support personnel around the globe, as well as Delta’s onboard global food and beverage operation and experience. Her key responsibilities included leading her team to ensure 200 million Delta customers have an enjoyable flight experience while maintaining a focus on safety, and building upon Delta’s “great place to work” philosophy.
Allison has also served as Vice President — Reservation Sales and Customer Care, where she was responsible for 10 customer engagement centers in four countries, which handle over 37 million customer contacts each year and generate over $2 billion in annual revenue.
Under Allison’s leadership, Delta’s In-Flight Service team achieved all time customer satisfaction scores. While in Reservation Sales, she developed and launched Delta’s social media customer service model as well as a home-based employment program, creating a new virtual workforce culture that yields more than $2 million in savings each year. She also led the company’s strategy to move from the bottom to the number two position in DOT Consumer rankings, and under her leadership, achieved JD Power certification for Delta’s engagement centers — the first U.S. airline to ever do so.
Allison began her career at Delta in May 1985 as a flight attendant.
Allison was this year’s recipient of the WINiT Outstanding Woman of the Year Award. See the video here.