2012 – 2016
In his leadership role, Joe Locandro played a pivotal role in driving the development of agile development and organizational changes, leading to a series of impressive achievements for Cathay Pacific.
Under Locandro’s guidance, the focus on streamlining operations resulted in a notable 20% reduction in online services delivery costs, while simultaneously enhancing the customer experience by speeding up delivery times by 25%. Additionally, his strategic initiatives successfully reduced employee churn by 30%, fostering a more stable and engaged workforce.
Locandro’s commitment to innovation was exemplified by the establishment of the Cathay Pacific Innovation Centre. This dedicated center focused on exploring new and emerging technologies to enhance the airline’s operations. Through this initiative, Locandro and his team developed an “electronic flight bag” and other applications that increased pilot productivity, reduced manual maintenance costs, and improved overall efficiency.
Furthermore, Locandro’s leadership spearheaded the redesign of the Cathay website, resulting in a more intuitive and user-friendly platform. By employing advanced customer targeting and analytics, his team achieved a remarkable 15% increase in sales. Additionally, improved analytics contributed to an impressive US$13 million annual reduction in fuel costs.
Demonstrating a commitment to efficiency and cost reduction, Locandro initiated the creation of a virtual global call centre network. This innovative approach allowed for follow-the-sun operations with 60% fewer call centres, leading to enhanced customer service and streamlined operations. Additionally, his establishment of an internal tiger team significantly reduced the time and cost of opening and closing new passenger and cargo ports by 30% and 50%, respectively.
Overall, Joe Locandro’s leadership was instrumental in driving a comprehensive digital transformation program at Cathay Pacific. His strategic initiatives resulted in a leaner and more agile organization, delivering better value for customers while effectively reducing costs and increasing revenue. Locandro’s visionary approach and dedication to driving digital transformation have positioned Cathay Pacific for continued success in a rapidly evolving industry.