Leading the customer experience and proposition design effort, I helped Travel Retail Co reposition its airport retail offer around evolving traveler needs and expectations. Rather than focusing solely on physical retail, the work explored how digital services, convenience, and personalization could transform the end-to-end traveler journey.

I shaped the strategic narrative, customer journey, and future-state experience vision, translating customer insights into a compelling proposition for the tender process. This included designing digital concepts that connected physical and digital touchpoints throughout the airport experience.

The resulting proposition helped secure the concession and established a platform expected to generate more than €80 million in revenue over five years.