Vice President, Complaints Transformation, American Express

Luis Angel-Lalanne is Vice President, Complaints Transformation at American Express. Luis is responsible for creating the future of complaint capture and insights. Prior to this role, Luis was Vice President, Customer Voice and led the Voice of Customer program for the Global Services organization. Over the past few years, Luis transformed and modernized the program by upgrading the infrastructure and technology, improving the overall experience, and strengthening the customer and customer care professional connection. He has a BSE in Naval Architecture and Marine Engineering from the University of Michigan and an MBA from MIT Sloan School of Management.