Flora is the global head of quality assurance and customer experience at Trip.com. Trip.com is one of the world's largest online travel agencies, with over 400 million users worldwide, and is the parent company of Skyscanner. With over 20 years of experience, Flora is currently leading the global user experience team across APAC, Europe and North America. She is an expert on user research, user experience, and quality assurance and is passionate about driving brand loyalty through customer-centric approaches. Flora holds an MBA from MIT, and an MPA from Columbia University.