Pilot Flying J Creates Chief Experience Officer Position
KNOXVILLE, Tenn. — Pilot Flying J has appointed Whitney Haslam-Johnson to the newly created position of chief experience officer.
Haslam-Johnson previously held the position of vice president of brand and customer experience, and served as a member on the company’s board of directors.
In her new role, Haslam-Johnson will primarily focus on creating positive and memorable moments, while elevating the overall team member and guest experiences, according to the company. She will lead Pilot Flying J’s marketing innovation and enhancements with a special focus on real-time, one-to-one communication by listening to guests’ comments and concerns via all channels, and then implementing immediate action to address their needs.
Haslam-Johnson will also play a key leadership role in the modernization of existing travel centers that include new food options, improved retail offerings, upgraded restrooms and more efficient parking solutions.
"It is truly exciting when your passions and professional responsibilities align," Haslam-Johnson said. "I love listening to our team members and guests, learning from them, and helping to improve their overall experience. They are the heart and soul of what we do every day at Pilot Flying J."
In addition to her chief experience officer role, Haslam-Johnson will continue overseeing a portfolio of responsibilities from her previous position, including: advertising, media, public relations, rebranding and remodeling of all Pilot and Flying J locations, directing sports and marketing sponsorships, and the rollout of new digital communication tools. She will also continue to collaborate with company leaders to enhance philanthropic efforts that benefit communities across the U.S. where Pilot Flying J is doing business.
Under Haslam-Johnson’s recent leadership, the company launched its first integrated marketing campaign in conjunction with the Pilot Flying J Battle at Bristol. To drive awareness, the national campaign highlighted Pilot Flying J’s key differentiators and challenged consumers’ perception that quality, variety and convenience is hard to find on the interstate.
"Making Pilot Flying J a great place to work and shop is something we talk about constantly, and Whitney has the passion and drive to do both," said Ken Parent, president of Pilot Flying J. "It's that best-in-class experience that will help Pilot Flying J remain the leading travel center brand in North America."
Knoxville-based Pilot Flying J operates more than 650 retail locations in North America.