ID.me is turning to David Kensick to try to improve its user experience. Kensick has specifically been hired as the company’s new Chief Experience Officer (CXO).
Though he does not have any direct experience in the identity industry, Kensick is well-versed in customer management, and in dealing with extremely large volumes of people. He joins ID.me after more than 20 years at United Airlines, where he most recently served as the Managing Director for the company’s Global Operations Center. As the Managing Director, Kensick oversaw a department that got more than 4,000 flights off the ground on a daily basis.
Kensick also has a background in predictive analytics and process improvement. He will be asked to use that expertise to lower ID.me’s customer wait times, and to find other ways to streamline the identity experience for end users. ID.me currently has a user base of more than 90 million people.
“With his experience managing the complexity of global flight operations for United Airlines, David has the ideal skill set to help ID.me continue to improve the video chat verification experience, ease navigation for users, and help enhance appointment features – so users spend even less time waiting in line,” said ID.me Co-Founder and CEO Blake Hall.
“It is critical that our customers who use ID.me – especially first-time users – have a positive time that flows as smoothly as possible,” added Kensick. “My background in the military and the airline industry will help ID.me identify friction points and smooth them out to deliver a safer and more convenient experience for the people we serve.”
Kensick served as an F-16 pilot and was with the Air Force for more than 20 years before moving on to United Airlines. ID.me’s video chat service is one of the non-biometric identity verification options that the company has offered to try to counter privacy concerns about its use of facial recognition. The company’s primary identity solution uses selfie authentication to enable an automated onboarding procedure, while the video chat lets customers onboard during a call with a human agent. ID.me laid off half of its manual fraud review team at the conclusion of tax season.
July 11, 2022 – by Eric Weiss