Kim Taylor is the Customer Experience Director at Flight Centre Travel Group. Kim’s passion for crafting amazing customer experiences runs through her veins. Kim worked in the United Kingdom in the dynamic environment of television production, fully embracing the challenging, colorful, and fast-moving world of entertainment. After experiencing all the UK had to offer, Kim returned to South Africa to begin her next chapter. Kim started her career with Flight Centre Travel Group as a retail consultant in 2010, combining her passion for service with making travel dreams come true.
Kim was identified from the start as a warm, enthusiastic wordsmith which naturally led her to the Flight Centre Customer Care team in 2012. Kim joined has one half of the team. This team grew from 2 to 8 team members, through Kim’s dynamic and driven leadership. Being fiercely passionate about always having the customer front of mind throughout every interaction and having the natural ability to identify opportunities – made Kim the perfect fit for the inaugural Customer Experience Director role, seeing its’ inception in March 2019. A milestone achievement and victory for a customer-centric approach to business, Kim has never relented in ensuring that her expertise and overall knowledge of all aspects of the customer journey – built up through her 11 years career within Flight Centre Travel Group – is engrained in every aspect of the business. Any Customer Experience Expert can identify with the gumption it takes to maintain a voice loud and informed enough, to be heard amongst traditional business metrics such as profits and margins.