VICTORIA LAI

When you’re working on a puzzle without the picture on the box to guide you, there is still a way to start: build the outside frame, group pieces by color, then study their individual shapes to see what fits. I approach organizations much the same way.

I’ve worked with people at different levels, from the teams using a process every day to the leaders deciding what comes next. I help them find the patterns across teams and customer experiences, see how the pieces fit together, and make practical improvements to what they’ve already built. so they can work more effectively, better serve their customers, and reach new people who could benefit from what they offer.

WHAT I CARE ABOUT

  • Breaking down complicated systems so people who rely on them can work more effectively.

  • Finding the real source of a problem instead of treating its most visible symptom.

  • Helping organizations hone in on who they can best serve—and how to reach more of those people.

  • Creating experiences that give customers a reason to join, stay, and return.

  • Implementing processes that work in practice, not only in a presentation.

  • Helping people with different perspectives align enough directionally to move forward.

My path across technology, finance, hospitality, sustainability, and community projects has given me many chances to work this way. I studied economics and statistics at UNC Chapel Hill, then spent nearly nine years at IBM and Verizon working on enterprise systems, process transformation, and financial planning. After earning a Social Impact MBA from Boston University, I continue to help organizations improve customer experience, processes, and strategy.

See My Work
Resume/CV

EDUCATION

Boston University

Social Impact MBA
Questrom School of Business, 2026

University of North Carolina at Chapel Hill

B.A., Economics and Statistics, 2016

LEADERSHIP & COMMUNITY

  • Board Secretary, HSMAI Boston

  • CREW Chicago Programs Committee

  • CREW Boston Entrepreneur Exchange

  • Global Chair, Verizon PACE Employee Resource Group

  • President, Women’s MBA Association

CERTIFICATIONS & RECOGNITION

  • Lean Six Sigma Green Belt

  • SAFe Agilist

  • MWI Mediation Training

  • Forte Fellow

  • Buckley Public Scholar

  • Points of Light Inspiration Award

APPLIED RESEARCH

Housing Dynamics in Colorado’s Ski Destinations  

RISE Travel Institute Capstone, 2025

Eco-Tourism and Water Scarcity in Morocco  

MBA Sustainability in Developing Countries, 2026

Dara Al Reem Development Proposal 

MBA Real Estate Feasibility & Valuation, 2026