Natalija Kuzmina | VP Customer Experience & Insights
airBaltic

Natalija Kuzmina is a seasoned airline executive with expertise in customer experience, competitive strategy, and digital transformation. As Vice President of Customer Experience and Insights at airBaltic, she leads strategic initiatives that enhance the passenger journey, ensuring a seamless, engaging, and customer-centric experience aligned with the airline’s vision.   A driving force behind airBaltic’s digital transformation, Natalija leverages customer insights and analytics to optimize passenger interactions, personalize experiences, and improve operational efficiency.  She also oversees the Inflight department, shaping the strategic direction and daily operations of Inflight Catering and Services to deliver a premium, consistent, and forward-thinking onboard experience.   Passionate about innovation, operational excellence, and customer-driven strategies, Natalija is committed to reshaping modern air travel through data-led decision-making and industry-leading passenger experiences.