Area of specialisation
Guest experience & guest service
Destination concept design and digitalisation
A Bit About Me
I am a seasoned travel industry expert with a strong focus on customer experience and creating value for all stakeholders. In this capacity, I was in charge of large change management and transformation initiatives. I am used to engage with stakeholders on all levels, creating the desire to transform processes and change organizations to meet current and future needs.
In my role as Vice President Customer Care I reshaped the experience for 'high value passengers' of a global airline and with one of the largest online travel agents I drove a new experience for their customers.
My ability to engage with people on all levels and from different cultures was vital when delivering a the culture and values transformation initiative for one of the largest global consulting network. I worked with the executive management teams in over 30 countries, creating a common understanding of the purpose of the firm and its values. At the same time I engaged with government and private tourism destination organizations in Europe and the Middle East defining their positioning and how to attract matching visitor segments.
I am a speaker to international travel conferences and am in the advisory board of the tourism faculty of a university in Switzerland. In my hometown I am engaged as head of education in the city council.
1992 - 1996
Managing Director - Skytours, USA
VP Customer Care - Orbitz, USA
I ensured a smooth and high quality customer experience for our travel customers.
2000 - 2004
Sales Director & DIrector - Trans_m AG
2007 - 2009
Jul 2020 - present
Co-Founder & Managing Director - G&B Travel and Hospitality
We support small and medium enterprises in the hospitality and tourism industries
Jul 2016 - Jul 2020
Director Tourism Consulting Services - Centre of Excellence EMEA - PwC, Switzerland
I am supporting public and private organizations in EMEA and Asia to develop tourism strategies,, develop growth roadmaps. Digital roadmaps are high on the global tourism agendas as well as sustainability and visitor flow management.
Oct 2010 - Jun 2017
Director Global Transformation Initiative - PwC Experience, Global
Jointly with the executive management teams in 30+ countries we created a common understanding of the purpose of the firm and its values.
2007 - 2010
Contractor - PwC, Switzerland
Various mandates in the area of customer centricity and service excellence
VP Customer Care - Swiss International Airlines (formerly Swissair), Switzerland
Redesigned and implemented a high quality and customer centric guest experience for travel passengers.