Heather Figallo currently serves as the senior director of Innovation and Labs. She is responsible for leading the discipline of innovation, as well as the newly formed labs group which develops prototypes and other stimulus for customer and employee feedback. Ms. Figallo joined Southwest Airlines in August 2014 as product and innovation lead in the Commercial Team. During her tenure at Southwest, she launched the Customer Experience Team within marketing and was the business lead on the customer experience side of the CX/Ops strategy development. In October 2016, she moved to Corporate Strategy and Innovation to launch the Innovation Center and Lab. The Innovation Center’s charge is to create idea flow that supports the corporate strategy. The Innovation Center does this by inspiring innovative and agile thinking, directing innovation work through best practices and accelerating the work through the agility of labs. Prior to joining Southwest, Heather worked in advertising, digital and innovation agencies. During that time, she led global initiatives for ExxonMobil, Coca-Cola, American Airlines, Procter & Gamble and many other Fortune 500 brands. When not brainstorming at Southwest, she can be found enjoying the outdoors with her husband, Luis, and their four children.