Head of Service Proposition at Heathrow. Sue has over thirty years of experience working in aviation from both airline and airport perspectives. She’s passionate about customer experience and delivering outstanding service and for the past three years has led the Service Proposition agenda at Heathrow. She focuses on helping Heathrow understand and gain value from service experience within the airport environment, including uncovering and embedding Heathrow’s unique service personality which reflects the airport’s people, customers and heritage.
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