As Festive Road continues to support clients through our growing Outsourced team, we’re thrilled to welcome Brittany Jones, Connie Buck, and Riya Mathews—three talented Roaders who bring a unique blend of skill, insight, and purple hearts to the work we do.
Brittany’s passion for delighting customers began as a teenage waitress, sparking what would become a career-defining commitment to customer experience (CX). Now, with more than a decade driving CX transformation across education, healthcare, technology, and finance industries, she brings her fervor for holistic, customer-centered design to Festive Road and their clients.
As a strategic CX leader, Brittany orchestrates the vital connections between people, processes, tools, and systems to create comprehensive experience strategies. She guides global teams through customer-centric transformations, translating complex user insights into actionable solutions that drive business growth. Her commitment to authenticity and bar-raising service helps organizations embed CX principles into their core strategy and culture, elevating transactional brand interactions into transformative relationships.
Brittany is based in the Mid-Atlantic region of the US, where she enjoys camping (okay… it’s “glamping”) and other outdoor adventures with her husband and 2 daughters.
Meet Brittany Jones
Customer Experience (CX) Insights Manager based near Washington DC, US
Brittany joins us from Amazon, where she led initiatives on the Global Expense team. With experience at CareFirst BlueCross BlueShield and Pearson, she brings deep expertise in customer-centered design, strategy, and transformation across multiple industries.
Outside work, Brittany loves “glamping” and exploring the outdoors with her husband and two daughters.
“Brittany shared that she could feel the ‘company behind the contract’ during the interview process. That connection matters—and her strategic, authentic approach fits the Road beautifully.”
Louise Kilgannon
Head of Outsourcing
What’s your professional background in a nutshell?
I am a naturally curious listener and connector who loves to develop smart systems that enable people to excel in their roles. Throughout my career in international development, I have helped technical teams navigate complex regulatory environments without losing momentum.
From my experience working in compliance heavy contexts, I specialize in turning policy into something practical. I love helping teams cut through red tape so they can deliver their best work compliantly, efficiently, and with clarity.
What do you like to do outside of work?
Outside of work, I like to keep it simple. I find joy in building and deepening relationships with friends and family, taking a walk while listening to a podcast, and reorganizing spaces in my home.
What key areas / responsibilities will you cover in your new role and how will you be looking to Create Better?
In my new role as Global Expense Policy Manager, I’ll leverage my experience bridging policy requirements and practicality. I’ll be forging and cultivating stakeholder relationships across legal, regulatory, and travel teams to align policies with business objectives and reality.
To Create Better, I’ll approach every challenge with curiosity and humility to create compliant systems that feel supportive, not restrictive. It means listening to everyone affected by our policies and finding solutions that meet shared goals.
What’s your favourite way to unwind after a long day?
I like to keep it simple and low key – sharing meals with friends, enjoying light workouts, reading, and spending as much time outside as possible.
What’s a fun fact about you that might surprise people?
From my eight years working in international development, traveling across remote Pacific Islands to Eastern Europe for work, I have learned to always keep a bag packed to capitalize on new adventures.
Meet Connie Buck
Global Expense Policy Manager based in Washington DC, US
Connie brings a strong background in international development, most recently with DT Global, and holds a Master’s in International Business and Policy. She specializes in turning complex compliance requirements into practical, people-first policies—and has spent years helping teams navigate regulatory environments without losing momentum.
In her new role, Connie joins one of our global technology clients, supporting their Expense Policy program with her clear thinking, thoughtful collaboration, and policy expertise.
Connie values autonomy, brings a “let’s figure this out” approach, and radiates the kind of thoughtful curiosity that fits beautifully with our culture.
"Connie brings curiosity, clarity, and calm to complexity—and that’s exactly what makes her a great fit at Festive Road.”
Louise Kilgannon
Head of Outsourcing
What’s your professional background in a nutshell?
I have a background in computer engineering with a bachelor’s degree in the field. Prior to joining Festive Road, I worked at Expedia Group as a Technical Program Manager, where I focused on delivering partner-facing products.
What do you like to do outside of work?
Outside of work, I love trying new things! I’m an avid fan of Pilates and hot yoga, and I’ve recently started running with the goal of completing a marathon next year. I’ve also developed a passion for photography and carry my camera everywhere! Capturing moments is a creative outlet for me and a way to document memories:)
What key areas / responsibilities will you cover in your new role and how will you be looking to Create Better?
In my role as a Technical Program Manager for the Travel & Events team at Amazon, I’m excited to collaborate with the team to find innovative ways to enhance the digital travel experience for Amazonians. Drawing on my experience at Expedia Group, I plan to leverage the lessons learned from my previous roles to create new solutions while utilizing data and streamlined processes to drive success as a TPM. I’m excited to not only deliver new features but also contribute to improving existing systems by identifying and resolving current travel pain points!
What’s your favourite way to unwind after a long day?
My favorite way to unwind after a long day is going for a run/workout class to clear my mind, then relaxing with a good show while enjoying dinner and a hot cup of tea.
What’s a fun fact about you that might surprise people?
This might not be the most surprising fact, but I’m actually an only child! Many people are surprised by this because I tend to act like an older sibling haha!
Meet Riya Mathews
Technical Program Manager based in Seattle, US
Riya joins Festive Road with a background in computer engineering and experience at Expedia Group, where she delivered partner-facing technical solutions. In her new role as Technical Program Manager, she’ll be supporting one of our Outsourced client teams—bringing a thoughtful, data-driven mindset to her work and a passion for building scalable systems that improve the travel experience.
She unwinds with hot yoga, marathon training, and photography—with her camera never far from reach.
“Riya brings energy, ownership, and an eye for opportunity. She impressed us from the start—and we’re excited for what she’ll build here.”
Louise Kilgannon
Head of Outsourcing
Please join us in giving Brittany, Connie, and Riya a warm Festive Road welcome.
