ALICE SESAY POPE

Customer Experience & Operations Executive   |   Generative AI Transformation   |   Author

Alice Sesay Pope is a transformational customer experience and operations executive with three decades of global leadership across Fortune 100 financial services, retail, and technology enterprises, including Amazon, Visa, Capital One, USAA, Microsoft, Johnson & Johnson, and First Horizon. She has led global organizations, directing the digital and operational transformations that delivered double-digit revenue growth, hundreds of millions of dollars in cost savings, and measurable gains in customer experience metrics such as Net Promoter Score, first contact resolution, and customer effort.

Most recently, as Global Vice President of Customer Experience, Product and Strategy at Amazon, Alice led the company’s worldwide customer support and operations functions, overseeing a P&L exceeding one billion dollars and a workforce of more than 10,000 associates across 30-plus global sites. She guided growth in billion-dollar subscription revenue across a portfolio spanning Devices, Alexa, and Prime Video, serving more than 200 million subscribers worldwide, and championed the responsible introduction of generative AI, automation, and workforce optimization at enterprise scale.

Prior to Amazon, Alice served as Senior Vice President of Global Operations and Customer Experience at Visa, and held senior executive roles at USAA, Capital One, Microsoft, Johnson & Johnson, and First Horizon National Corporation. Across these enterprises she consistently delivered breakthrough outcomes, from the digital transformation of contact centers to automation initiatives that saved tens of millions of dollars annually while raising customer satisfaction across global markets.

A recognized thought leader in trust and AI-enabled transformation, Alice is the author of Trust Algorithm: How Leaders Build Trust with Generative AI (2026) and co-author of Transformation from the Inside Out (2017). She speaks regularly on national and global stages, including the Harvard Business Review Leadership Boot Camp (“How Leaders Can Integrate AI in the Business,” 2025), Execs in the Know, the DMI CXO Exchange, and CCW Exchange.