Avis chief lands top job at BA

British Airways has hired Avis Budget Group chief Troy Warfield to spearhead the airline’s brand and customer experience as well as its data insight strategy, which is up for review.
Warfield, who held the position of senior vice president, chief commercial officer for the EMEA region, joins next month as director of customer experience.
An Australian national, Warfield has worked in the UK for more than ten years in a variety of senior roles for Unilever and Kimberly Clark as well as Avis Budget Group. He will become an executive director on the main BA board reporting to executive chairman Keith Williams.
At BA, will be responsible for the brand, customer experience and service proposition as well as overseeing more than 14,000 cabin crew and customer insight, customer relations, product development and partnership activity.
Williams said: “We are delighted Troy will be joining us to take responsibility for our customer directorate. We are proud of having been voted number one consumer Superbrand for the last two years. But we are not complacent and this senior appointment demonstrates the importance we place on the experience of our customers being at the heart of everything we do.”
Warfield said: “I have been a customer of BA for many years; it is an iconic brand and pushing customer satisfaction to even high levels is a challenge I look forward to undertaking with the talented and hard working employees across the business.”