Vision 100


Troy Warfield

Director of customer experience

British Airways

Troy Warfield joined British Airways at the end of 2015 and now oversees more than 14,000 cabin crew and all customer insight, customer relations, product development and partnership activity. Prior to joining BA, Warfield was group commercial director
at car rental company Avis Budget. When the brand hired him in November 2012, it said his multichannel, ecommerce and social media experience would support its regional ambitions. The former Unilever and Kimberly-Clark executive leds Avis Budget’s marketing strategy across EMEA. Innovation is a watchword with Warfield and he has championed new product development and premiumisation propositions in all his roles.

Lightbulb moment: "Learning from inspiring leaders. When leaders truly have that balance of drive and emotional intelligence, other leaders follow."