Close up: Christina Kearvell, Senior Analyst, Customer Engagement

Christina Kearvell joined Bombardier in 2012 and has worked in several different areas, including on the CSeries commercial aircraft’s first flight readiness team and as a Customer Experience Specialist at the Bombardier Training Center. 

She has been a Senior Customer Experience Analyst since November 2022. Her role includes developing and managing different forums for collecting customer feedback, and providing recommendations for improvement to internal stakeholders. She also supports initiatives aimed at recognizing employee development, the roll-out of the Customer Credo, and the Customer Satisfaction Innovation Award. 

We caught up with Christina to learn more about the value of customer feedback and how it is transformed into initiatives that ensure customers stay top of mind at Bombardier. 

What is your most memorable customer experience? 

There are a few that come to mind, but the one that stands out to me was NBAA 2021, the first NBAA tradeshow following the pandemic. I don't typically attend these events, but I was asked to help that year. I had so much fun reading and recognizing customer names on their badges as they came up to the booth or attended Bombardier events. I spend so much time reading their feedback and am super familiar with them through that forum, so it was really neat to be able to put a face to the person behind that feedback!  

How are you focusing your efforts to better serve our customers? 

This is essentially my entire job! A huge part of my role is gathering customer feedback through various forums, predominantly via surveys, and then reading through them and guiding recommendations for improvements, assigning corrective actions and ensuring that our customers feel heard. Another aspect of my role is ensuring – through the implementation and maintenance of certain initiatives, such as our Customer Credo – that the customer is always at the forefront of everything we do.  

What makes you proud to work at Bombardier? 

The people that I work with. It's very motivating to work with a group of like-minded people who are all just as passionate as I am about what we do.  

What is your favourite Bombardier aircraft or Customer Experience product and why?  

It’s definitely the Global 7500 – it's a beautiful aircraft that's accomplished some amazing things in the industry. I'm also super impressed by Smart Link Plus and what a game changer it will be for our customers and the maintenance of their aircraft.