Carole Cranston Smith
Senior Analyst Customer Strategy & Innovation @United Airlines
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WORK HISTORY
Senior Analyst Customer Strategy & Innovation @United Airlines
Chicago, IL, US
Drive to improve the customer and employee experience and tools. Leadership for Jet CSI subject matter expert team to deliver innovative solutions through technology and process enhancements cross-functional, motivated teams on highly visible and valuable projects. Lead critical tasks such as international and domestic recruitment, program access and onboarding. Planning and executing leadership conferences. Manage reporting and delivery updates for various business areas and cross-functional teams on new tools\' development. Serve as thought leader for business processes, developing forward-thinking functionality that promote efficiency and productivity. Work with team to leverage employee insights to make data-driven and customer-centric decisions.
EDUCATION
University of Maryland College Park
Associate of Arts (A.A.)
Shorter University
Bachelor of Science
SKILLS
ABOUT CAROLE CRANSTON SMITH
Carole is a collaborative and mission-driven leader with a passion for cultivating engaged, empowered workplace cultures. Known for building strong relationships across a diverse range of stakeholders, she thrives in fast-paced, dynamic environments where adaptability and people-focused strategy are key. With a proven track record in team leadership, project management, and operational excellence, Carole equips teams to confidently manage day-to-day responsibilities while exceeding customer experience expectations. She brings a results-oriented mindset to every challenge, mentoring others with diligence, empathy, and a commitment to continuous growth. A U.S. Air Force veteran, Carole brings the discipline, resilience, and leadership honed in service to every professional role. She is skilled under pressure, embraces added responsibility, and consistently upholds a positive, can-do attitude that contributes to team success and a strong organizational brand. Basic proficiency in Spanish and German. Former Director of International Merchandising for HSN. United’s Core Value is Customer Focus. Carole’s expertise in Customer Service allows her to continually deliver organizational excellence. Her aviation career started at the Denver Hub in 2021. She remains enthusiastic about learning, growing and contributing to United, the best airline in aviation history.
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