Head of Voice of Customer
Yoanna spearheads the Voice of Customer programs at The Leading Hotels of the World. She leads customer research and methodology for LHW, as well as for its 400+ independently-owned hotels across 80 countries. In the past 10 years, Yoanna has had the pleasure to develop, implement and evolve customer research and insights programs for iconic brands in the luxury sector. Her passion to collaborate and empower her partners with insights has helped her ensure that the customer is always at the heart of business strategy. Yoanna has presented Best Practices for actioning on guest insights and online reviews programs at hotelier Distribution Forums across Europe and the US. She holds a Masters Degree in Business from Royal Holloway University of London.