As the Director of Insights & Innovation at Sonder, I leverage customer insights, business strategy, and operational constraints to design and deliver exceptional hospitality experiences. With over four years of experience in Sonder's Experience Operations, I have a deep understanding of the company's vision, values, and goals, as well as the needs, preferences, and feedback of our guests and use this knowledge to drive our experience strategy. I am passionate about using data-driven and human-centered approaches to create solutions that enhance customer satisfaction, loyalty, and advocacy. I manage Sonder's Voice of Guest program, which collects and analyzes customer feedback across multiple touchpoints and channels. I also oversee the operations innovation function, which identifies and implements new processes, technologies, and partnerships that improve operational efficiency and quality. Additionally, I lead the customer experience strategic planning, which aligns the company's objectives, initiatives, and metrics with the customer journey and expectations.