As the Director of Experience & Design at Pittsburgh International Airport, Samantha Stedford plays a pivotal role in redefining the passenger experience through a strategic blend of design thinking and customer-centric innovation. With a keen focus on aviation-centric design-driven programs, Samantha leads initiatives that uncover...
As the Director of Experience & Design at Pittsburgh International Airport, Samantha Stedford plays a pivotal role in redefining the passenger experience through a strategic blend of design thinking and customer-centric innovation. With a keen focus on aviation-centric design-driven programs, Samantha leads initiatives that uncover deep insights into passenger behavior, preferences, and pain points. By leveraging both qualitative and quantitative data, she crafts innovative solutions that not only enhance user experiences but also drive service excellence across the airport's operations.
Samantha's expertise in design research and consumer behavior allows her to integrate customer feedback seamlessly into actionable strategies. This approach ensures that every touchpoint within the airport—from check-in to boarding—reflects a commitment to understanding and meeting the diverse needs of travelers. Her ability to champion the voice of the passenger is complemented by her strong interpersonal skills and strategic communications, enabling her to collaborate effectively with cross-functional teams and stakeholders.
Currently, Samantha is spearheading key projects aimed at enhancing the overall customer journey, including the implementation of advanced customer service technologies and the redesign of passenger flow areas to improve accessibility and comfort. Her public speaking skills further amplify her influence, as she regularly shares insights and best practices at industry conferences, positioning Pittsburgh International Airport as a leader in customer experience innovation. With a passion for teamwork and a relentless drive for improvement, Samantha Stedford is not just transforming the airport experience; she is setting new standards for excellence in the aviation industry.
