Contributor Profile

Vivian Lo

Job TitleGeneral Manager Customer Experience & Design

Company NameCathay Pacific


Vivian Lo has a diverse aviation management background with key managerial positions at Cathay Pacific’s HQ in Customer, Airports, Cargo, Revenue Management, Marketing, International Affairs, Airline Planning, plus regional/country management roles in Taiwan, Korea, China Philippines, Malaysia and Vietnam.

Vivian is currently in charge of Customer Experience & Design, a new department recently set up in Cathay Pacific to oversee the end-to-end customer journey on ground, in the air, and through digital channels. Vivian lives and breathes the raison d'être for the airline – to enable a Life Well Travelled for their customers – by leading an insights-driven and customer-centric design process to optimise the Cathay Pacific and Cathay Dragon travel experience.

Vivian is an avid advocator of “design thinking” and undertakes to apply a human-centred approach to innovations in service and products, and dedicates her time in teaching and promoting this discipline.


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