Ronald Benjamin
Board-Facing CXO/CCO Leader | Enterprise CX + EX | Customer Journey, AI-Enabled Operations, Retention Strategy, and Scalable Growth | Omnichannel Transformation | Loyalty, Recovery, Automation, and Operational Excellence
- Role
- Director, Service Recovery at American Airlines
- Location
- Atlanta, GA, US
- LinkedIn followers
- 500 followers
About Ronald Benjamin
I am a board-facing enterprise experience executive with 25+ years of leadership transforming customer and employee journeys into measurable business value.My career has been built at the intersection of customer experience, employee experience, operations, and enterprise transformation. I have led large-scale omnichannel organizations across hospitality, travel, QSR, aviation, and financial services, partnering directly with C-suite leaders and presenting quarterly to executive leadership and boards on CX strategy, service performance, retention, loyalty, and enterprise experience roadmaps.What I do best is translate experience into outcomes. I align marketing, sales, product, digital, operations, and customer care around a unified strategy to reduce friction, strengthen trust, and improve performance across the full lifecycle. My work has included journey redesign, AI-enabled service operations, service recovery, retention strategy, onboarding acceleration, workforce transformation, and closed-loop governance.Across roles, I have delivered measurable impact through improved retention, reduced churn, revenue growth, CSAT, FCR, onboarding time-to-value, cost-to-serve, and brand protection. At Chipotle and Evolve, I helped lead transformation agendas that connected Voice of the Customer, sentiment analytics, operational data, and frontline insight to systemic fixes and enterprise decision-making. I have managed multimillion-dollar P & Ls, led organizations with large indirect teams, and built operating models that balance customer advocacy with commercial discipline.My leadership style is anchored in clarity, accountability, and cross-functional influence. I believe the best experience leaders do more than improve service levels; they shape growth, protect brand equity, strengthen employee engagement, and create a durable competitive advantage.
Experience
Director, Service Recovery
Apr 2026 — Present · Fort Worth, TX, US
As Director of Global Service Recovery, leading Customer Success, Customer Relations, Central Baggage, AAdvantage Customer Service teams, Brand Protection, and the Baggage Warehouse.
Education
Bellevue University
Bachelors , Business Management and Leadership
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