Hilary Collier Duquette

Led end-to-end strategic market research initiatives, including global Net Promoter Score (NPS) and New Product Development (NPD) programs, to inform product, commercial, and customer experience strategies. Expanded the NPS Program to 74% of revenue coverage and introduced a standardized Action Plan tracking system, reducing feedback-to-action lag and enabling executive prioritization of key initi

Completed a fast-tracked leadership development plan (10 vs. 18–24 months) after applying for the Senior Manager role; promoted based on strong leadership, initiative, and impact. Designed and implemented IATA’s first-ever global NPS program, laying the foundation for a scalable, feedback-driven approach.

Contributed to marketing efforts for various products. Supported the team in achieving marketing objectives and product promotion.

Managed e-commerce sales operations and coordinated online sales activities. Focused on optimizing the customer journey and increasing online revenue.

Conducted market analysis to identify trends and opportunities. Assisted in developing marketing strategies and campaigns.

Provided consulting services in marketing and sales. Supported the team in various projects and initiatives.

Assisted the marketing department with various tasks and projects. Gained hands-on experience in marketing operations and campaign support.

Completed a Master of Arts in Sociology. This advanced degree provided a deep understanding of social structures, research methodologies, and analytical frameworks, enhancing skills in data interpretation and strategic thinking.

Undertook a Bachelor of Arts with a Major in Sociology, building a strong foundation in sociological theories and research methods. This program developed critical thinking and analytical skills essential for understanding consumer behavior and market dynamics.

Pursued a Bachelor of Arts with a Specialization in Psychology, gaining insights into human behavior, cognitive processes, and psychological research. This specialization provided a valuable perspective on customer motivations and decision-making.