Driving growth through… Strategic Planning Enterprise Analytics Operational Transformation
Client
Built around the client, from first touchpoint to loyalty.
Her work centers on the customer experience: understanding every touchpoint, turning insight into practical solutions, and building the trust that keeps clients coming back.
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Touchpoints
Mapping the customer journey, from first contact to advocacy.
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Solutions
Customer-centred solutions that lift satisfaction and loyalty.
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Teams
Bringing people and technology together to deliver for clients.
About
Turning insight into impact.
Her career has centered on performance improvement, analytics, and client service excellence, with a particular focus on helping organizations navigate change, solve complex challenges, and translate ambitious ideas into practical, sustainable outcomes.
Jacqueline is passionate about turning:
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strategy
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data
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insight
...into measurable and sustainable results.
Career
Four chapters,
one direction.
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01
Hotel management
Her career began in hotel management, where she developed a strong foundation in operations, performance improvement, and customer experience. She specialized in environments undergoing significant change—including hotel openings, mergers and acquisitions, and turnarounds—and led teams in transforming operational and customer insights into action. The result: stronger performance, increased revenue, reduced costs, and better experiences for customers and employees alike.
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02
IT & innovation
As technology became increasingly central to organizational performance, Jacqueline moved into IT and innovation, expanding her work at the intersection of strategy, policy, technology, and operations. She has led performance improvement and transformation initiatives ranging from KPI automation and enterprise system implementations to strategic planning and executing Local Laws designed to strengthen transparency and accountability.
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03
Multidisciplinary
Jacqueline has continued to build on this multidisciplinary experience, designing and leading analytics, policy, productivity, and transformation initiatives with a consistent focus on improving performance and customer experience.
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04
Today
Today, she leads the Analytics unit within Strategic Planning and Innovation, embedding analytics into organizational decision-making and advancing automation. She develops performance frameworks and insights that help make informed decisions, measure results, identify opportunities for improvement, and strengthen engagement.
Reach
A global citizen with an international perspective.
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Languages
Jacqueline speaks English, Spanish, and French.
- EHL
École hôtelière de Lausanne
Jacqueline studied at École hôtelière de Lausanne, Switzerland.
- SIPA
Columbia University
Jacqueline earned her degree at Columbia’s School of International and Public Affairs, New York.
Approach
People, not just process.
The more complex the transaction, the more trust is needed to sustain the transaction.