Partner
Paula Ayala is a Partner of the firm in Colombia, within the Leadership Consulting area.
She has a solid executive background in the services and aviation industries, where she has built her career over more than 17 years, holding positions such as Customer Experience & Voice Director and Director of In-Flight Service at Avianca. Throughout this period, she has led cultural and service transformation projects in complex and highly regulated environments, with a particular focus on service model design and the integration of the “Voice of the Customer” into corporate strategy.
She is the founder of Gudpar, Service with Purpose, an initiative through which she works as a keynote speaker, specialising in the humanisation of business management. Her methodological approach is grounded in her experience in aviation, which she uses as a conceptual framework to support organisations in building coherent, resilient, and purpose-driven service cultures.
Paula holds a Law degree from Universidad del Rosario, a postgraduate qualification in Senior Management from SAEJEE Business School, and is certified in Customer Experience Design. She combines her professional activity with teaching at GBS, Universidad del Rosario.