As Manager of Product Development and Customer Relationship Management for Northwest Airlines, Ranjan focuses on every aspect of the customer facing experience. "We look at everything from our in-flight entertainment system to our whole relationship with the customer. Today, we don't have a clear image of people's entire travel experience. Our goal is to piece together a picture of that." This involves reviewing every aspect of the customer experience, including cumulative on-time performance, luggage loss complaints, upgrade success, and other clues.

Working in the airline industry is nothing new for Ranjan. "From a young age, I knew I wanted to work in the airline industry. My parents in Hong Kong were huge travelers, and I loved airplanes, airports, and flight attendant uniforms." Ranjan interned in the airline industry during middle and high school summers and again during summers while in college. He was a senior at Yale trying to determine his post-graduation plans when the September 11 attacks occurred. As the airline industry headed into a downward spiral, he began considering other opportunities. "I thought that if I'm not able to join an airline anywhere in the US, then I should probably think about getting a broad experience across industries."

"What excited me about Katzenbach was not only the strategy piece but the people piece as well. Other consulting firms I spoke with often neglected the people piece. After interning in the airline industry, I knew how critical the human component is."

Although his dreams remain in the airline industry, Ranjan says that he will not forget the people at Katzenbach. "The collection of people there and their remarkable talents was inspiring and they cared about me before, during, and after my time at the firm."