Dive Brief:
- Delta Air Lines has appointed Chief Customer Experience Officer Erik Snell to the CFO role, the company announced Thursday. Current CFO Dan Janki has been named Chief Operating Officer, where he will oversee customer care, airport customer service and in-flight service, among other duties.
- "These changes demonstrate Delta's deep bench of talent and commitment to developing and uplifting the leaders who will shape Delta's journey for years to come,” CEO Ed Bastian said in a memo.
- The leadership changes will happen on April 1, according to Bastian. John Laughter, the current EVP, chief of operations and president of Delta TechOps, will retire on April 30.
Dive Insight:
Delta’s changes to its leadership team will support the airline’s strategic vision, according to Bastion.
"Our success always relies on our ability to operate as one team, with shared values that reflect and strengthen our people-focused culture, elevating Delta to be the brand of choice for our customers," Bastian said.
As of press time, Delta had not responded to queries regarding whether the chief customer experience officer position will be filled or whether those operations have permanently moved under the purview of the chief operating officer.
Delta’s recent CX strategy has focused on courting business customers and customers willing to pay for a premium experience. Investments in the loyalty ecosystem, including co-brand credit cards, and premium experiences boosted the airline’s bottom line.
In the fourth quarter of 2025, premium revenue grew 7% year over year and total loyalty revenue grew 6% year over year — significantly above the airline’s 1.2% year-over-year total revenue growth.
Delta isn’t alone in its pursuit of premium customers. American Airlines’ premium unit revenue outpaced main cabin revenue by seven points in the fourth quarter of 2025, and the company will grow the number of premium seats at twice the rate of main cabin seats in new and renovated aircraft to capitalize on this opportunity.
Delta’s leadership shakeup includes changes to non-CX related roles as well. Chief Marketing Officer Alicia Tillman will leave Delta. Peter Carter will be promoted to president, Ranjan Goswami was named chief marketing and product officer, and Alain Bellemare, EVP and President of International, will take on additional responsibilities as the Chairman of Delta TechOps.
