Welcome! Explore some of my recent work in detail. Each case study outlines objectives, my role, approach, and results, showcasing leadership across teams and disciplines. Feel free to reach out with questions or requests for additional information. I'm here to provide tailored insights for you and your team.
As the Executive Experience Leader, our team was determined to solve the traveler's big problem of trip inspiration and planning. Our mission was to make it easy for travelers to find, organize, and book their dream trips, simplifying the whole process.
Customers often struggle to find the ideal trip due to various reasons like limited or overwhelming results, rigid search pathways, and vague trip criteria like destinations and time frames. How can we simplify the travel shopping experience using a conversational approach to make it truly enjoyable?
As the Product Experience Director for Expedia's Conversational and AI Platform Team, I spearheaded innovation to strategically enhance customer experiences through AI-driven solutions. Upon assuming this role from a senior director and subsequently a VP, I recognized the need for reshaping, scaling, and bolstering leadership within the team.
In 2020, as the pandemic drastically affected travel, we witnessed a competitor hastily implementing a new cancellation policy. Rather than exacerbating disruptions for our suppliers, especially amidst facing 2.1 million cancellations and a potential loss of $126M, we realized the necessity of finding a mutually beneficial solution for our two-sided marketplace - fostering a network effect.