Based in our Sydney, Australia, office, Sayuri’s journey at Expedia Group started in 2011. Fast forward to 2025 and Sayuri is now a Customer Experience Manager in Expedia Group’s Private Label Solutions division.

In her role, Sayuri leverages her strong interpersonal skills to build relationships and drive success. Sayrui is also deeply involved in the Reconciliation Action Plan (RAP) in Australia, partnering with First Nations communities to foster understanding and to create sustainable change. In more ways than one, Sayuri is dedicated to contributing to our overall mission of powering global travel for everyone, everywhere.

Sayuri Kawamura
Customer Experience Manager

Life at Expedia Group

Tell us about your team and role

As a Customer Experience Manager for Private Label Solutions (PLS), I’m responsible for steering a fast-growing and complex part of our business. When I transitioned to PLS operations in 2015, the division was still a small part of EG’s portfolio. Shifting our historically B2C service operations to cater to B2B demands felt like climbing Mount Everest with just a backpack. The journey was full of obstacles – but it was also exhilarating and impactful. We were building something from the ground up, going to get what’s next, and that gave me a space to flex my passion for creative problem-solving. 

Today, after nearly a decade, PLS has evolved into one of EG’s cornerstone businesses. The challenges are still there, but what keeps me motivated every day is the incredible team I’m fortunate to work with. Together, we’ve built something impactful, and their energy and dedication inspire me to keep pushing forward.

As someone who works in operations, I’m also excited about the launch of OneDesk. This tool will enable our agents to support partners and travelers more efficiently, streamlining processes and enhancing service. I’m looking forward to seeing how it will make a real difference in our day-to-day operations.

What are some of the main skills that form part of your role?

I’ve always been naturally curious and a people person. My role requires me to interact with a wide range of individuals, both internally and externally. When I look back, I realize that my accomplishments haven’t come from being great with reports, numbers, or documentation – typical operational skills – but from my interpersonal abilities. It took me a while to recognize and fully appreciate that these people skills are, in fact, my greatest strength. Early in my career, many colleagues and leaders pointed out that I had a knack for building relationships, but it took time for me to see it as a strength. Now, I value it deeply and approach every interaction with confidence, knowing the impact that strong interpersonal skills can have.

What is it like working in the EG Sydney office?

The Sydney office is truly exceptional. We have this perfect balance of hard work and passion, mixed with a light-hearted approach that keeps things from ever feeling too serious. It’s a playful, supportive, and inclusive environment that I feel lucky to be a part of. Seven years ago, I went through a profound personal loss when my wife passed away from cancer. During that time, my friends at Expedia Group – both here and overseas – were a constant source of strength. They carried me through one of the toughest chapters of my life, showing just how deeply this team cares, and the type of culture we have here.

Recently a group of us from the Sydney office spent a meaningful day maintaining Tribal Warrior’s vessels, including one of profound historical value to the indigenous community. This vessel, Tribal Warrior, was used by Uncle Shane Phillips, CEO of the Tribal Warrior Association, in his incredible journey circumnavigating Australia in 2001. Over 22 months, he connected with First Nations communities around the country, becoming the first Indigenous person to achieve this feat.

Reconciliation Action Plan (RAP)

Expedia Group is part of over 3,000 organizations with a RAP endorsed by Reconciliation Australia. Building on this foundation, Expedia Group has progressed from the first stage, “Reflect,” to the second phase, “Innovate,” demonstrating a long-term vision for reconciliation.  

Our vision for reconciliation is an Australia that feels proud to live, work, and celebrate alongside the oldest living cultures in the world. We want to inspire this through travel and a culturally safe workplace.

What has been your involvement in the RAP? And why did you want to be involved? 

For us, the Reconciliation Action Plan (RAP) is truly a mission. A few of us in the Sydney office began discussing Australia’s First Nations peoples and wondered what we could do internally to educate ourselves and support change. That’s when we discovered RAP. While none of us could dedicate ourselves to it full-time, with the backing of our local brand, Wotif, we came together to launch the RAP initiative.

I am a founding member and currently the EG RAP Co-Chair. We’ve already seen positive changes from its initiatives, and we know there’s much more we can accomplish. By partnering with First Nations communities, we aim to learn from their 60,000+ years of knowledge and experience and contribute meaningfully to reconciliation.

Fairness has always been a core value for me. Growing up as a mixed-race child in Japan I faced bullying for being different. My mother encouraged us to stand up for ourselves and for others whenever we encountered unkindness. Those early experiences taught me that bigotry often stems from a lack of understanding. I believe that sharing stories and educating ourselves are essential to shifting perspectives and building empathy. As a global travel company, we’re in a unique position to build bridges, broaden horizons, and foster connection across divides.  

What are some of the next steps, now that EG is in the “Innovate” phase?  

The “Innovate” RAP calls on us to leverage our sphere of influence to create sustainable change within Aboriginal and Torres Strait Islander communities, empowering them to build self-sustaining capabilities. Achieving this goal requires a strong, long-term partnership with Indigenous communities, and that’s where our primary focus lies. We’re also exploring opportunities to collaborate with our demand and supply partners, looking for ways to extend these initiatives and drive meaningful impact together.

Sustainable change doesn’t happen overnight, and the work can be challenging, but I believe every step forward is meaningful. I’m confident that no effort is ever wasted.

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