Ranjan Goswami (he/him/his) is Senior Vice President – Customer Experience Design. In this position, he leads Delta’s customer data and product strategy efforts, working cross-functionally between the operating and commercial teams to ensure Delta’s delivery of a consistent – and improving – world-class customer experience. By holistically overseeing Delta’s end-to-end physical, digital and people-enabled customer journey touchpoints, he helps lead near- and long-term opportunities to drive customer preference for the airline.
Prior to Customer Experience Design, Ranjan was Vice President, In-Flight Field Operations, where he was responsible for providing leadership and strategic direction related to managing the day-to-day safety, operational and customer service performance of Delta’s more than 21,000 flight attendants, supervisory and administrative personnel spanning 14 U.S. bases, including during the COVID-19 pandemic. Ranjan also oversaw the development of In-Flight policy and procedures to help ensure the safety and security of Delta customers and flight attendant crews.
Previously based in Los Angeles, Ranjan was the Vice President, Los Angeles & Sales – West, and oversaw commercial strategy and customer experience for Delta’s largest West Region hub at LAX, including: the airline’s growth to nearly 180 daily flights serving 70 destinations; its community, civic and public engagement; and its $1.86 billion plan for the Delta Sky Way at LAX, which will modernize and upgrade Terminals 2 and 3, connecting them to the Tom Bradley International Terminal. In May 2017, Ranjan helped lead Delta’s relocation at LAX, in which 40 percent of the airport’s daily flights switched terminals to enable Delta’s move from Terminal 5 to Terminals 2 & 3, and to facilitate co-location with many of Delta’s airline partners, including Aeromexico, Virgin Atlantic, and WestJet.
Additionally, Ranjan led Delta’s corporate and travel management company sales organization in the Western and Midwestern U.S., including managed sales for Delta’s joint venture partners, Aeromexico, Air France, KLM, Alitalia, Virgin Atlantic and Virgin Australia.
Ranjan has served as Delta’s Managing Director – National Account Sales, overseeing sales in the West. Earlier in his career at Delta, Ranjan was Director – eCommerce Commercial, focusing on delta.com and digital merchandising, as well as Director – Customer Experience Planning and Development, where he helped establish and deliver Delta’s global product and customer experience strategy through its merger integration with Northwest Airlines. He started his career in domestic and international Network Planning.
Ranjan earned a Master of Arts and Bachelor of Arts from Yale University, both in Political Science. He serves on the boards of Children’s Hospital Los Angeles and GLAAD. Ranjan is a native of Hong Kong and resides with his partner in Atlanta.