Paulo Miranda | Chief Experience Officer
GOL Linhas Aereas Inteligentes SA

Paulo Miranda, Chief Experience Officer, GOL Linhas Aereas Inteligentes SA

At GOL since 2013, Mr. Miranda is the Chief Experience
Officer responsible for the customer viewpoint through the
entire travel experience, with direct responsibilities over
product design, customer experience and customer care, and
customer surveys and data. Mr. Miranda has helped
transform GOL´s business model with a differentiated strategy
leading to the consolidation as the #1 airline in Brazil for both
corporate and leisure customers. Key projects implemented
include GOL+ Conforto (economy plus), connectivity wi-fi
and IFE with live TV, GOL Premium class on international
flights, GOL Premium lounges (domestic and international),
new service/training standards for customer facing staff
(airports, onboard, call centers), and others. He started his
career in aviation in 1998 with Delta Air Lines, with experience
in Revenue Accounting, Revenue Forecasting, Finance, and
Alliances, participating in the negotiation and implementation
of the Delta-AirFrance/KLM joint venture, and the GOL,
Aeromexico, Virgin Atlantic equity investments. Mr. Miranda
is a graduate of the Carlson School of Management at the
University of Minnesota, and is fluent in English, Portuguese,
and Spanish.

back to speakers