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I'm a client-delivery and operations leader with extensive experience across hotels, airlines, and large-scale digital programs. I align Operations, Technology, Product, Sourcing, and Finance to deliver frictionless room/online/mobile bookings, dependable crew logistics, and measurable commercial outcomes. Calm under IR OPS, strong on SOPs/SLA, and crisp with executive communications, I build collaborative, cross-functional partnerships that drive growth, improve client satisfaction, and collapse silos into one customer-focused voice.…I'm a client-delivery and operations leader with extensive experience across hotels, airlines, and large-scale digital programs. I align Operations, Technology, Product, Sourcing, and Finance to deliver frictionless room/online/mobile bookings, dependable crew logistics, and measurable commercial outcomes. Calm under IR OPS, strong on SOPs/SLA, and crisp with executive communications, I build collaborative, cross-functional partnerships that drive growth, improve client satisfaction, and collapse silos into one customer-focused voice.

James McKenzie Stanton

AI Strategy Consultant, 1st Assistant Director, App Designer, +7

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I'm a client-delivery and operations leader with extensive experience across hotels, airlines, and large-scale digital programs. I align Operations, Technology, Product, Sourcing, and Finance to deliver frictionless room/online/mobile bookings, dependable crew logistics, and measurable commercial outcomes. Calm under IR OPS, strong on SOPs/SLA, and crisp with executive communications, I build collaborative, cross-functional partnerships that drive growth, improve client satisfaction, and collapse silos into one customer-focused voice.…I'm a client-delivery and operations leader with extensive experience across hotels, airlines, and large-scale digital programs. I align Operations, Technology, Product, Sourcing, and Finance to deliver frictionless room/online/mobile bookings, dependable crew logistics, and measurable commercial outcomes. Calm under IR OPS, strong on SOPs/SLA, and crisp with executive communications, I build collaborative, cross-functional partnerships that drive growth, improve client satisfaction, and collapse silos into one customer-focused voice.

Available to hire

I’m a client-delivery and operations leader with extensive experience across hotels, airlines, and large-scale digital programs. I align Operations, Technology, Product, Sourcing, and Finance to deliver frictionless room/online/mobile bookings, dependable crew logistics, and measurable commercial outcomes.

Calm under IR OPS, strong on SOPs/SLA, and crisp with executive communications, I build collaborative, cross-functional partnerships that drive growth, improve client satisfaction, and collapse silos into one customer-focused voice.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Language

English

Fluent

Work Experience

Chief Experience Officer at Brandlab

January 1, 2019 - Present

Global client leadership across travel, hospitality, and digital programs; owned cross-functional delivery for global brands; aligned Operations, Technology, Product, Sourcing, and Finance to deliver frictionless bookings and measurable commercial outcomes; grew portfolio and client satisfaction; established shared data governance and SLAs.

Director of Digital Strategy (Hospitality / Travel) at IBM iX

January 1, 2015 - January 1, 2018

Launched a flagship innovation studio; sold and led CX/mobile/cloud/data programs; established governance and C-suite cadence across multi-stakeholder deliveries.

Lead, Mortgage Transformation & Experience Strategy at Westpac (Etihad Pitch)

January 1, 2013 - January 1, 2015

Re-engineered processes and digital flows; aligned vendors and SLAs; led mortgage transformation and experience strategy initiatives.

Strategic Design Director (BFSI & Telecom) at DT (AKQA)

January 1, 2012 - January 1, 2013

Led enterprise journey design and go-to-market activation with executive stakeholders; aligned vendor SLAs and governance across multiple programs.

Digital Transformation Lead ( Gov & Financial Services ) at VMLY&R

January 1, 2010 - January 1, 2012

Grew transformation unit; embedded mobile-first, UX, and data-led delivery practices for government and financial services accounts.

Head of Brand & Digital Innovation at Ogilvy

January 1, 2008 - January 1, 2010

Built quality systems; led integrated programs with clear KPIs and ROI tracking.

Customer Service / Sales Support / Operations

January 1, 2005 - January 1, 2008

Foundation in customer communications, rostered operations, and reporting.