John Gustafson is vice president – Digital Customer Experience.
He is responsible for developing and executing strategy across all digital channels including mobile and aa.com, as well as merchandising, analytics, content, and user experience and design for both customer and team member self-service tools.
John previously served as vice president – eCommerce, Mobile and Distribution at US Airways where he led distribution strategy across direct and indirect sales channels including usairways.com, online travel agencies and other emerging channels, and the company’s relationship with global distribution systems.
Prior to joining the airline, John spent 12 years at Northwest Airlines and Delta Air Lines, most recently as director – Distribution and Internet Strategy. He began his career at Andersen Consulting where he developed and implemented automation software at airlines.
He sits on the board of directors for Junior Achievement of Dallas and is an executive sponsor for American’s Indian Employee Business Resource Group, an organization that embraces the diversity of our workgroups and advocates expanding cultural awareness for all employees.
John earned his Bachelor of Science in operations management, with honors, from the Carlson School of Management at the University of Minnesota.