Title: Senior Vice President, Customer Experience and Retention, Allstate Insurance Company

Barbara Higgins is Senior Vice President, Customer Experience and Retention at Allstate Insurance Company. She has more than 20 years experience in operations, market research, brand management and leadership, and has been active in her community through both non-profit board membership as well as guest lecturing at various universities.

Previously, she was Vice President, Customer Experience at United Airlines, where she drove significant operational improvements through engagement with pilots, flight attendants, reservations agents, and other front line employees worldwide, and led the customer experience work stream as part of the integration process for the merger with Continental Airlines, creating the world's largest carrier.

Before this, Ms. Higgins served for almost 19 years in various executive positions at The Walt Disney Company, including international assignments as Vice President, Operations Integration and Planning at Disneyland Paris and Director, Operations Task Force for Hong Kong Disneyland. Her accomplishments include the launch of several major businesses, including the Disney Cruise Line, Disney’s Wide World of Sports, and Disney’s All-Star Resorts, as well as managing significant challenges such as the company’s response to the events of September 11, 2001 and leadership of the operations command center during three hurricane strikes to Central Florida in the summer of 2004. Ms. Higgins published an article about this experience in the Cornell Quarterly.

Ms. Higgins serves as a member of the executive committee for the board of the Lincoln Park Zoo, participated in the 2009-2011 Emerging Leaders Program with the Chicago Council on Global Affairs, and is a member of DeVry University’s National Advisory Board.

Ms. Higgins earned her bachelor of science from Cornell University’s Hotel School, where she ran cross country and track competitively, earning All-East and All-Ivy honors in track & field. She earned her Master’s of Business Administration from the University of Florida’s Warrington College of Business.

 

 

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