Air Canada has announced a realignment of its Customer Experience leadership team effective August 1, 2004. Brad Moore, currently Vice President, Customer Service, is appointed Vice President, Customer Experience - Airports, and Sue Welscheid, currently Vice President, People, is appointed Vice President, Customer Experience - In-Flight. Moore and Welscheid will report to Steve Smith, Senior Vice President, Customer Experience. “This realignment at the leadership level will bolster Air Canada’s capabilities to further enhance our customers’ experience as we move into a new and exciting chapter of the airline’s future,” said Steve Smith, Senior Vice President, Customer Experience. “Both Brad and Sue have extensive experience and proven track records in customer service on the ground and in the air and their contribution will be invaluable as we move forward with further service innovations. In addition, their background in employee relations will be key, as Customer Experience is determined to a large extent by our front line employees.”
Prior to Sue Welscheid’s appointment as vice president of Air Canada’s People branch in 1999, she has held positions in many areas during more than 20 years with the company including Customer Service Support and Airports, and has led a number of special projects in the areas of customer service and employee involvement. Brad Moore joined Air Canada in 2000 after having held senior management positions at Air New Zealand and Emirates in in-flight services and human resources, respectively. Since assuming the leadership of Air Canada’s in-flight branch in 2001, he has overseen numerous initiatives to enhance the customer’s in-flight experience.
Brad Moore replaces Norbert Manger who is retiring from Air Canada on August 1, 2004 after 33 years of service, most recently leading Air Canada’s 6,000 strong North America Airports team as Vice President, Airports. Sue Welscheid’s current responsibilities as Vice President, People, will be assumed by Kevin Howlett, currently Vice President, Labour Relations, in his new position as Vice President, Employee Relations.