As part of a broader airport-wide guest experience strategy, I spearheaded the GX Stakeholder Council to convene over 40 organizations—airlines, concessions, public agencies, and departments—into a shared improvement process. This collaborative infrastructure was key to building cross-functional alignment and facilitating communication across the multi-organizational community. It enabled us to move from siloed operations to shared priorities, ultimately improving the experience for both employees and travelers.

My Role

• Co-designed the Council model and convening structure

• Engaged key leadership in early planning and formation efforts (steering committee)

• Recruited stakeholder participation from across PHL

• Facilitated cross-sector collaboration and visioning sessions

• Led consensus-building around service goals and improvement priorities

Approach
We started with stakeholder interviews, best practice research, surveys, and internal engagement to shape a convening model that emphasized joint ownership. Quarterly convenings were co-chaired by PHL’s CEO and American Airline’s VP of Hub Operations. The council served as both a forum for decision-making and a springboard for broader employee engagement initiatives.

Outcomes

• Aligned 40+ partners comprising the primary customer-facing operators under a shared GX vision

• Created new lines of communication across business units and partner agencies

• Established scalable infrastructure to launch recognition, training, and insight programs