Since 2017 Sonja Bobrowska has been the Senior Customer Experience Researcher at UNIQA, one of the leading insurance companies in Austria and CEE. Her research areas have so far included health, travel, living, mobility, and the role of trust in customer-advisor relationships. Her mission is to structure the complexity of human experiences and to communicate the strategic impact of research insights. She applies frameworks such as Jobs to be Done and Mental Models with precision and creativity. She holds a degree in Japanese Studies from the University of Sheffield, UK.