VP, Customer Listening, Global Servicing Group, American Express

Luis Angel-Lalanne is Vice President, Customer Listening for the Global Servicing Group at American Express.

Luis has global responsibility for the Voice of Customer program and complaints reporting for the Global Servicing Group. The Voice of Customer program covers all servicing interactions and is the primary measure of customer experience success for the organization and for individual front-line customer care professionals. The team manages the survey process, reporting and insights to drive continuous improvement. Over the past few years Luis has thoroughly transformed and modernized the entire program: upgrading the infrastructure & technology, improving the survey experience, and strengthening the customer – care professional link. Many of these changes contributed to a 2.5x response rate increase.

Prior to this, Luis built the compliance monitoring program, which is the first line of defense to monitor compliance adherence. In addition he led the Customer Experience – Communications team which was responsible for end-to-end servicing communications including: communications content, infrastructure, process, reporting, & corrective action/recovery. Luis started his career at American Express in Risk Management. He worked in different disciplines within Risk Management in both the Consumer and Small Business.

Before joining American Express, Luis worked as a naval architect at Sparkman & Stephens in New York. Luis has an undergraduate degree in Naval Architecture & Marine Engineering from the University of Michigan and an MBA from MIT. He lives in Westchester County New York with his wife and daughter.