Alex M.
Vice President - Guest Experience @WestJet
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WORK HISTORY
Vice President - Guest Experience @WestJet
Calgary, AB, CA
I lead the strategic direction of WestJet’s guest experience, responsible for ensuring our service delivery aligns with our long-term commercial goals. In this role, I have architected a new organizational structure designed to streamline decision-making and optimize talent across the division. I am currently rallying the organization behind a renewed service mandate, defining the critical objectives that will modernize the guest journey and elevate performance standards for the coming years.
EDUCATION
Southern Alberta Institute of Technology (SAIT)
Airframe Mechanics and Aircraft Maintenance Technology/Technician
ABOUT ALEX M.
My leadership style is defined by a simple truth: you cannot lead an operation effectively if you don\'t understand the reality of where the work happens.With over 25 years in the hospitality and service industry, I bring a perspective grounded in diverse frontline roles spanning from early days in wellness studios and restaurants to large-scale airport operations and inflight service. This history keeps me connected to the business. I understand the unique pressures our teams face, ensuring that my decisions are always informed by how the work actually gets done.This balance of frontline empathy and high-level strategy was recognized in 2022 when I was selected as one of Calgary\'s Emerging Leaders by Boston Consulting Group (BCG).I am a \"people-first\" leader. I believe that even the best strategy fails without an engaged culture to execute it. Today, as VP of Guest Experience, my focus is setting the vision and rallying the organization behind exactly who we are for our guests. My expertise lies in bridging the gap between the boardroom and the frontline whether steering a operatioal expansion or navigating a complex organizational restart or ensuring that high-level commercial goals translate into executable, realistic processes for the teams on the ground.
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