Katsu Nakazawa is Vice President of Markerting Management Division at Japan Airport Terminal Co., Ltd., where he leads customer-centric marketing strategy and initiatives to enhance the passenger experience at Haneda Airport. His remit spans membership services, CRM, loyalty programs, digital platforms, online communities, customer research, and co-creation with internal and external partners, connecting customer insights with service improvements and new value creation. He joined Japan Airport Terminal in 2020 and helped establish the newly created Marketing Strategy Department. Prior to that, he spent much of his career with one of Japan’s leading retail and fintech groups, holding business leadership roles across retail operations, leasing, private-label development, e-commerce, and customer marketing. Drawing on his experience in customer insight and business development in the retail sector, Nakazawa focuses on enhancing the passenger experience and creating new demand. He is currently exploring how customer insights and experience design, combined with collaboration across the airport ecosystem, can help realise Haneda Airport’s vision of becoming a “demand-creating airport.”