Leading product design and customer experience strategy, I helped Hotel Co rethink how its retail business could extend the hotel experience beyond the stay itself. Through customer research, UX benchmarking, behavioral segmentation, and concept development, I uncovered new opportunities to deepen engagement with guests and create entirely new sources of value.

I facilitated cross-functional ideation sessions, shaped the future customer vision, and led the design of multiple test-and-learn experiments spanning in-room product discovery, curated experiences, and post-stay engagement. The work translated customer insights into a tangible roadmap for growth.

The resulting strategy identified approximately $1 billion in revenue potential and informed the creation of a new direct-to-consumer venture with the potential to significantly outperform the existing operating model.