Kevin MacFarland

Energizer
DISC Type : I

Managing Director - Digital Platforms + UX at American Airlines

Dallas, Texas, United States

Overview

Kevin is the Managing Director of Digital Platforms and UX at American Airlines, where he leads the digital user experience for aa. com, mobile apps, and airport kiosks. A graduate of Arizona State University, he is described by colleagues as an innovative spirit and a natural leader.

Kevin is passionate about creating world-class mobile customer experiences and building strong product management teams. He actively promotes career opportunities within his department, highlighting the chance to work on digital experiences at a global scale for a major airline.

He is a key driver behind creating a seamless and touchless airport experience for travelers through the airlines mobile application.

Personality Overview

Believer

Relationship Oriented

Imaginative

They are not always early adopters but can be pursuaded by leveraging strong relationships.  They are really good at seeing what the long-term impacts of their decisions could be. They are friendly, approachable and love to make new connections.

Topics They Care About

Digital Customer Experience
He is responsible for the entire digital user experience for American Airlines, from the website and mobile apps to airport kiosks, aiming to improve the customer journey.
Mobile App Strategy
His posts show a strong focus on building world-class native mobile app experiences, viewing the app as a critical tool for travelers.
Product Management
He is actively recruiting product managers and expresses a passion for the discipline, indicating it's a core focus of his leadership.

Media Appearances

American Airlines On CX Innovation And The Future Of .... Featured in YouTube

See Now

Work History

3-2017
Managing Director - Digital Platforms + UX at American Airlines
1-2014 - 3-2017
Director - Mobile and Online Strategy at American Airlines
6-2007 - 1-2014
Director - Mobile and Online Strategy at US Airways
8-2006 - 6-2007
E-commerce Consultant at Private
2003 - 2006
Manager - Pricing and Content at ebuyer.com

Education

1999 - 2003
Bachelor's degree from Arizona State University

More Information

Social Presence :

Prographics :

Exp : 23 Location : Dallas, Texas, United States Job Level : Mid-senior Designation : Managing Director - Digital Platforms + UX at American Airlines
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Insights For Selling To Kevin

During A Call Or A Meeting

DO's

  • Speak enthusiastically with energy, maintain a clear and confident tone
  • Talk anecdotally about the customer experience that your product offers
  • Use phrases like ‘people will love’, ‘massive impact’ etc.

DONT's

  • Don’t assume a yes just because they have not said no
  • Don’t be excessively objective, be a storyteller
  • Don’t push them to make a decision too fast, let them get comfortable first

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Kevin is

  • Relationship and rapport can play an important role, sometimes more than the other factors.
  • Will you ever get a clear answer from Kevin

  • They will probably never say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Kevin move?

  • They are not the quickest decision makers, their friendly attitude could be misleading.
  • Can Kevin take some risk or not?

  • They can take certain risks that are unlikely to have personal consequences.

You And Kevin

Personality Compatibility


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