Designer Journeys has elevated Elodie Nugent to Chief Experience Officer, signalling a sharpened focus on experience-led growth across its network. The company says the move also underscores its commitment to delivering value for travel agents, local designers and travellers.
In the new role, Nugent will oversee the Agent Success Team (led by Shion Northey), Designer Network Team (led by Jen Aston) and the Travel Concierge Team, aligning the customer journey from enquiry to post-travel support. She will also lead engagement with 9,500 registered agents and 315 local expert designers.
Designer Journeys reports that its Travel Concierge function has powered revenue growth of more than 400 per cent in the past two years, with further expansion planned.
“Elodie has been a defining leader in our growth journey,” Designer Journeys CEO Matt McCann said.
“She combines exceptional leadership with operational excellence, commercial discipline and deep empathy for our travel agents, local expert designers and our extraordinary team.
“As we scale, unifying the entire Designer Journeys’ experience under Elodie’s leadership will be critical to maintaining the highest quality travel experiences while supporting our ambitious growth plans.”
Nugent has held senior roles within the business over the past four years, including building the Travel Concierge team and earlier leading sales for the company’s joint venture with RACV Travel & Experiences, driving commercial performance.
“Designer Journeys is at its best when our travel agents, Local Designers and team feel supported, connected and confident in the experience we deliver together,” Nugent said.
“Having worked across all parts of the business, I’ve seen first-hand how powerful that alignment can be.
“In this role my focus is on strengthening those partnerships, lifting the quality and consistency of the end-to-end experience and making sure we scale in a way that remains purposeful, sustainable and genuinely valuable for everyone who works with us.”
Earlier this year, the tailored travel platform officially expanded into the US market. Read more about that here.
KARRYON UNPACKS: A CXO focused on the end-to-end experience signals real investment in how travel advisors work with the brand, not just the tech behind it. Elodie Nugent knows the concierge, agent and designer sides first-hand, which should translate into smoother processes, faster support and happier customers. For advisors selling bespoke, high-touch travel, that’s welcome news.
