Diane Smith

Diane is a central leader behind arrivia’s focus on quality, consistency, and strong operational standards. With 30 years of experience across travel and contact center leadership, she helps ensure every part of the business delivers a reliable, high-quality experience for both partners and members. Diane oversees the teams that shape the day-to-day customer journey including agent quality, experience management, and making sure every interaction meets global expectations.

As arrivia continues to evolve digitally, Diane is focused on using technology to strengthen operational consistency, security, and trust at scale. She’s leading the adoption of automated process improvements along with advanced fraud and revenue-integrity capabilities to better protect partners and members. By pairing smart technology with strong standards and discipline, Diane ensures arrivia’s service organization stays agile, secure, and ready for what’s next in a fast-changing market.

Prior to joining arrivia, Diane spent three decades in travel and contact center operations, holding key leadership roles at JetBlue and Southwest Airlines. Her career has been defined by a focus on service quality and process improvement, bringing a high level of operational rigor to the management of quality standards, revenue integrity, and excellence across large-scale global service teams.