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Liliana Petrova

Liliana Petrova

Director of Customer Experience, jetBlue Airlines

Direct the development and execution of global customer experience initiatives for business that generates $6.6 billion in revenue and services 38 million passengers annually. Lead a team of seven customer experience professionals and control a $25 million capital budget. Develop programs from initial concepts through securing budgets and approval from the senior executive leadership team. Report directly to the Chief Customer Officer.

• Introduced the first facial recognition boarding program at a US airline. Improved flight safety through reducing the opportunity for human error while decreasing congestion at jet bridges. Recognized for outstanding innovation with program adopted by Customs Border Protection for further implementation at international boarding gates in the US.
• Currently leading an initiative to design a mobile optimized web application, which will afford the 15,000 worldwide employees real time access to data on plane routing and flight history, weather conditions, personnel restrictions, and plane amenities, while providing employees with a live connection to the call center.
• Built the organization’s first strategic customer experience plan and orchestrated rollout to 15,000 crewmembers at airports, in flight, and at contact centers worldwide. Created department from initial talent selection through development of a highly motivated and top performing customer experience team with numerous employees promoted within the organization.
• Innovated a new model for passenger check-in and bag drop, which utilized technology to enable self-service bag drops and replaced lobby podium agents with agents using handheld devices, reducing transaction time 50%, decreasing wait time from 15 minutes to 2 minutes, and achieving a 1 point NPS lift. Received the Future Travel Experience Award for the Best Airport Terminal Design Project in 2016 and featured as a guest speaker at numerous industry and technology conferences.