Annette Höher-Bäuerle CCXP

Director Guest Experience & Product Definition Thomas Cook Hotels & Resorts

Annette has been with Thomas Cook for 17 years in very different roles, starting as a corporate lawyer focusing on hotel acquisitions and joint-ventures. 2010 she decided to leave the legal field with the aim to move closer to the operations and to the customer.

After leading various roles she was responsible for the Group Quality Management, focusing on the improvement of Thomas Cook’s main hotel portfolio. In 2015 she built up the new area Customer Experience Management in which she was responsible for Thomas Cook’s overall customer experience strategy and roadmap. She has a clear focus on the cultural transformation of becoming a customer-led business as well as designing the overall experience customers have when holidaying with Thomas Cook. Recently Annette has taken over the new role of Guest Experience and Product Definition at the Hotels division of Thomas Cook. She has extensive knowledge in Customer and Quality KPIs, cultural transformation and journey design. Annette has lived in Frankfurt, Madrid and London. In her free time she is a passionate runner & photographer.