Donnellan, Claire

Manager – Service Strategy and Customer Experience, Sydney Airport

Donnellan, Claire

Manager – Service Strategy and Customer Experience, Sydney Airport

Biography

Claire joined Sydney Airport 6 years ago. A key part of her role is to ensure that Sydney Airport is providing a positive airport experience. To achieve this, Claire works with all members of the airport community to drive improvements in service delivery and identify opportunities where the airport experience can be improved. In addition, Claire oversees the Airport Services Centre, extensive quality of service monitoring undertaken by the airport, which ranges from passengers through to key stakeholders. This ensures that the voice of customers forms part of the business strategy.

Prior to joining the Sydney Airport team, Claire worked at Virgin Australia for ten years. There she expanded the network for the airline by managing the implementation of ground operations at each new airport during this period. This also included the delivery of new projects and initiatives in these environments to ensure that learning programs aligned and were compliant with operational requirements, company strategy and the needs of the customer and learner. This was all undertaken across cultural and organizational boundaries through remote teams.