Rachel Walker | Managing Director - Service Transformation
United Airlines

Rachel Walker serves as Managing Director, Service Transformation for Customer Support & Advocacy at United Airlines where she has driven the airline's efforts in conversational AI, voice and digital channel automation, and customer experience modernization. Her work at United has centered on scaling solutions that create truly exceptional customer self-service experiences, helping reduce wait and handle times, and generating deep insights to drive elevated customer interactions across digital and live touchpoints. She has 25 years of experience at United across multiple divisions including airport operations, environmental affairs, marketing, ecommerce, and global operations, strategy, and design. Rachel is currently based in Chicago, IL.