Vivian Lo is General Manager Customer Experience & Design at Cathay Pacific, overseeing the end-to-end customer journey on the ground, in the air, and through digital channels by leading an insights-driven and customer-centric design process to optimise the Cathay Pacific travel experience. Vivian has a diverse aviation management background having held key managerial positions in Cathay Pacific’s headquarters in Customer, Airports, Cargo, Revenue Management, Marketing, International Affairs and Airline Planning, as well as management roles in the Chinese mainland, Taiwan, South Korea, the Philippines, Malaysia and Vietnam. Vivian is an avid advocator of Design Thinking and applying a human-centred approach to innovations in service and products, and dedicates her time to teaching and promoting this discipline.