John Burke

Member of the Executive Leadership Team with full P&L accountability across Customer Experience and Technology functions. Lead teams spanning CX Operations, Engineering, Digital Product, PMO, and Internal IT. Following the departure of the CIO, expanded scope to unify customer and technology organizations under a single operating framework. •Delivered double-digit improvement in Net Promoter Score through service redesign and structured Voice of Customer governance. • Led enterprise AI deployment achieving 45% containment across digital and live support channels • Improved First Contact Resolution by 62% through service model transformation • Reduced dev backlog by 75% by transitioning to agile delivery and predictable release cadence • Delivered $2.2M+ in annualized savings through technology portfolio rationalization • Led full ecommerce checkout redesign, improving online conversion by 15%

Expanded leadership scope to include internal IT and enterprise systems while retaining ownership of Customer Experience. • Led enterprise migration to Google Workspace, delivering $600K in cost savings • Integrated CX and IT systems to create a unified customer and employee operating model • Standardized SLAs and XLAs across service channels • Improved operational visibility and stakeholder alignment through structured governance cadence

Led Customer Experience across unified commerce and media divisions. • Reduced return rate from 12% to 4% through reverse logistics redesign and root-cause analysis • Reduced monthly technology spend by 40% through vendor consolidation • Established Voice of Customer governance directly influencing product and website roadmap • Standardized operating processes across service channels

Led team of 5 direct reports across strategy, analytics, and agency partnerships overseeing loyalty operations and personalization execution across customer-facing travel and marketing touchpoints. • Led loyalty operations during period of significant TrueBlue enrollment growth (~50% increase in 2022), strengthening premium customer engagement and lifetime value • Directed enterprise implementation of Customer Data Platform and modern CRM architecture built on Snowflake data warehouse • Scaled lifetime value and disruption scoring models into operational decision-making across loyalty marketing • Executed revenue-generating personalization pilots to enhance traveler experience and pressure-test loyalty program enhancements

Built and led JetBlue’s first dedicated personalization team (4 direct reports), establishing the airline’s data-driven lifecycle marketing capability. • Designed and implemented JetBlue’s first Customer Data Platform, establishing unified customer profiles and targeted lifecycle framework • Founded and operationalized personalization team in partnership with Marketing and Data Science • Developed segmentation, value scoring, and purchase recommendation strategy leveraging machine learning models • Shifted loyalty engagement from mass marketing to precision targeting, increasing member engagement and retention effectiveness

Strategic right-hand to EVP of Customer Experience overseeing 16,000-person global organization. • Directed governance of $150M+ global transformation portfolio • Led annual planning, KPI oversight, and executive operating cadence • Aligned Finance, Operations, and Commercial teams around enterprise priorities • Helped launch “Call Center of the Future,” integrating distributed workforce capabilities

Led cross-functional innovation and testing initiatives across JetBlue’s global network, managing 3 direct reports and partnering with airport operations, commercial, and customer teams to validate and scale service enhancements. • Launched enterprise innovation function responsible for structured concept testing and field-submitted idea evaluation • Introduced irregular operations ground transport partnership, delivering $1.6M reduction in interrupted trip expenses within first year • Led RFID baggage tracking pilots and Bluetooth paperless tracking system for unaccompanied minors • Managed portfolio of 60+ proof-of-concept initiatives from research and scoping through executive recommendation

Led large-scale operational and customer experience transformation initiatives across JetBlue’s airport network, managing capital projects, service model redesign, and digital modernization programs. • Directed $30M transformation of JFK Terminal 5 including lobby redesign, user flow optimization, construction oversight, and operational change management • Designed and implemented “queue-less” lobby concept leveraging self-service kiosks and automated baggage acceptance terminals • Led airline-wide transition to cashless, digital-only payment model across all JetBlue-operated terminals in the U.S. and Puerto Rico, reducing physical cash handling by 95% • Launched social media response program to directly engage customers interacting with @JetBlue, enhancing real-time service recovery • Provided daily coaching and development to 5 duty managers, 35 supervisors, and 50 customer service leads to drive adoption of operational changes

Provided direct daily project and administrative support to the EVP of Customer Experience, EVP of People (Human Resources), members of the Executive (C-Suite) Leadership Team and Board of Directors. • Coordinated executive planning cadence, performance reporting, and board materials • Supported cross-functional initiatives requiring alignment across operations, finance, and commercial teams • Contributed to enterprise-level strategy discussions and transformation initiatives

Supported workforce planning and talent strategy within JetBlue’s global Customer organization. • Managed transition to new applicant tracking system including system integrations, user acceptance testing and change management communications. • Designed internal and external talent pipeline websites and social networks to target quality hiring of interns, engineering co-ops and student pilots. • Served as a principal recruiter handling phone screening, talent pool development, interviews and hiring events for business operations, HR and commercial teams