Tackling Change from Within an In-House Legal Function

Sandra Kilbourne, Director, Legal, Information Technology Services (New Business and Group Privacy), Amadeus, Germany

Different Different, But Same: the Magic Mix for Change to be a Catalyst for Success ’Same Same, but Different” is an expression heard regularly in Thailand (and elsewhere), often used when a person wants to tell someone nicely the opposite of what that person expected or wanted to hear. Some companies still metaphorically assert ’Same Same” when it comes to recognizing change or believing it can be a force for good. Those that did not evolve because they viewed past success as justification for stagnation, blind to the evolution of what people wanted, the availability of innovative alternatives (Blockbuster, Kodak) or those whose early success lead to unchecked arrogance (and a deteriorating, toxic culture) created space for others to do better who then, in fact, did better. In response to those with this ’Same Same” attitude towards change, the market answered using the full expression, emphasizing ’but Different.” Such companies needed to have a fundamentally different mindset towards change as their overconfidence and wilful blindness was a recipe for failure.

Sandra Kilbourne is VP & Chief Risk & Compliance Officer as well as leading the Legal Operations unit in Amadeus. In her role as CRCO, she regularly reports to the Shareholders Board whilst working closely with the Executive Committee on a wide variety of risk & compliance topics. Sandra collaborates intensely with the SVP & Group General Counsel on the strategy, operations and transformation of the LEG Function in line with modern day business demands. She is a sought-after speaker in the Legal Operations space, and a committed champion of talent development and DEI topics. Sandra graduated from Cambridge University (BA (Hons) Law), collecting invaluable tech sector experience with top international law firms in London, before joining Amadeus. She will involve you in endless discussions on rowing, if you are not careful.

Amadeus’ purpose is to make the travel experience better for everyone. Our technology powers the global travel and tourism industry, inspiring more open ways of working and more connected ways of thinking, always with an eye on how the industry can evolve and how our customers can better serve travelers. https://corporate.amadeus.com/en/annual-reports/amadeus-annual-report-2022