Few names resonate as profoundly as Julia’s in customer experience management. With a career spanning over a decade, Julia has championed the cause of enhancing customer satisfaction, leaving an indelible mark across industries and continents. Since 2021, she has served as the senior manager of Customer Experience at JFK International Air Terminal.
JFKIAT has steered the terminal towards new heights, ensuring every passenger’s journey is marked by efficiency and satisfaction, aiming to create incredible journeys for all coming through. Before her tenure at JFKIAT, Julia honed her expertise at Hospital Corporation of America, Deloitte & Touche, Highgate Holdings, and Marriot & Preferred Hotels. Spearheading transformative initiatives and advisory in the U.S., South America, Europe & Asia. Beyond career, Julia channels her passion towards philanthropic endeavors.
How did you get your start working in the aviation industry?
Julia Moris: My journey into the aviation industry was unexpected. With a background primarily rooted in customer experience and service across various industries, such as healthcare and hospitality, I found my way into the aviation sector following my tenure in healthcare. What intrigued me initially was the operational similarity between healthcare and airports, which is surprising to many people. One of the beautiful things about the aviation industry is the array of career opportunities beyond the conventional roles often associated with aviation, from food & beverage, asset management, and marketing to art and communications; the list is pretty extensive, and the opportunities are endless. Despite not having formal aviation education, my proficiency in understanding human connection and centricity proved highly transferrable and invaluable in navigating airport operations’ complexities.
Was working in the aviation industry or at airports your first choice for your career path?
Julia Moris: Truthfully, my post-college professional journey centered around journalism, followed by people management. From the moment I experienced the world of service and creating truly remarkable experiences, my world changed. There’s something truly rewarding in seeing seamless journeys and memorable guest interactions. It’s interesting how we can touch someone’s life and change their day. With that said, once I got a taste of the aviation world, I was captivated. The diversity of opportunities beyond the traditional roles fascinated me. Leveraging my customer service background to enhance airport passenger experience solidified my commitment to this dynamic and fulfilling industry.
Did you have a mentor at the beginning of your career? Can you tell us about them?
Julia Moris: In the early stages of my career, I had the privilege of being mentored by an amazing Chief Operating Officer, which significantly transformed the experience landscape. Her background is a truly inspiring story: a nurse turned into a COO. She taught me so much about the importance of human connection and balancing operational demands. The guidance shaped my career and my approach to leadership and customer engagement. I often find that we don’t emphasize enough the importance of soft skills, especially when navigating the many intricacies of politics and diverse backgrounds of people.
How has networking or involvement in the Airport Community benefited your career?
Julia Moris: It’s been invaluable! The airport community’s revolving door naturally underscores the importance of networking; it has allowed me to meet so many incredible people, foster collaborations, stay abreast of industry trends and opportunities, and navigate the intricacies of airport operations effectively.
How are the insights of women in leadership roles important in fostering innovation and the commitment to sustainability and inclusivity?
Julia Moris: Women bring such a unique and distinctive perspective to leadership. Our diverse backgrounds bring varied viewpoints, experiences, and cognitive styles to the table, which inspires creative thinking and innovation from various angles. As leaders, we serve as role models and mentors, particularly for aspiring leaders, other women, and underrepresented groups. Balancing assertiveness with strong empathy skills, we ensure inclusivity by ensuring that all voices are heard. It’s interesting; I was reading about how research suggests that women leaders prioritize long-term thinking and sustainable practices, tending to consider the environmental and social impacts during decision-making. It seems as if there’s a natural inclination to it.
JFKIAT / T4
Terminal 4
Jamaica, NY 11430
www.jfkt4.nyc
