Kim Hardaker has an unwavering focus on creating positive experiences. From starting her career in brand, marketing and advertising agencies in Sydney, the customer has been at the heart of everything she does. Moving into Qantas Loyalty to lead their digital portfolio, Kim expanded her view into user experience design and technology, focusing on how positive digital experiences create loyalty in today’s world. Currently based in Abu Dhabi, Kim leads Etihad Airways travel and lifestyle loyalty programme, Etihad Guest. For two years running, the programme has been awarded Best Frequent Flyer programme in MENA and recently five Stevie awards for their innovative mobile app and positive brand initiatives. Balancing her customer focus with generating commercial value, Kim also acts as an advisor alongside some of the Middles East’s largest retailers and payment providers.