As Chief Donor Officer for ALSAC/St. Jude Children’s Research Hospital, Martin Hand is responsible for the overall donor experience, contact center operations and donor account processing functions. He is an operation, customer service and finance executive with over 30 years of experience in unwavering customer focus with a donor centric approach.
Prior to joining ALSAC, Martin was the Senior Vice President of Customer Experience at United Continental Holdings, where he was responsible for reservations, customer care, irregular operation handling, and Global Service program delivery, while working to improve the overall Customer Experience for the enterprise with over 8,000 team members across the Globe and a $4 billion budget. Prior to the Customer Experience role, Martin served in positions of increased scope and responsibility in Customer Service and Finance with Continental Airlines, which he joined in 1986. His keen appreciation to the importance of a customer’s experience served well as the Vice President of Reservations, Customer Care and eCommerce where he significantly increased customer satisfaction and was a recognized leader in customer service among all network carriers.
Martin has served on the Board of Directors for Make-A-Wish America, and Junior Achievement of Southeast Texas. He holds a Bachelor of Science in Finance and Economics from Barry University, Miami, FL, and an MBA from Nova University, Ft. Lauderdale, Florida.