With a never-ending drive to provide an enhanced customer experience, Fox World Travel announces the promotion of Mia Beltran to director of customer experience. Beltran transitions into this role with a wealth of experience focusing on the needs of the customer.

In her nearly four years working as Fox’s brand manager, Beltran worked to develop a culture of customer-centricity. She led Fox through the 2016 rebranding effort and the implementation of net promoter score (NPS), which offers insight into the journey of travelers and identifies where Fox can actualize improvements. “With NPS, Fox utilizes the voice of the traveler to focus our improvements and elevate the customer experience. Items on our technology and operational road map came directly from a combination of traveler voice and journey mapping initiatives,” said Beth Marino, chief experience officer.

Focusing solely on customer experience, Beltran is responsible for managing, delivering and elevating Fox’s customer experience strategy, as well as sharing voice of customer research insights to create an enduring brand representation that drives customer advocacy.  She will work with leaders and partners to map customer journeys that provide insight into improving the Fox experience.

“As an organization, Fox has been so receptive to formalizing their focus on the needs of the customer,” says Beltran. “I’ve been able to build on the foundation already created to drive strategic, technology and operational change designed to create customer loyalty.”

In her new role as director of customer experience, Beltran will report to Beth Marino, chief experience officer.