B2B Customer Experience Lead, Travel Tech

Expedia; Greater London; On-site; GBP 60,000 - 85,000; Full time

Job summary

Expedia Group in London seeks a Customer Experience Manager to improve B2B servicing within the TPSP organisation. You will lead initiatives from requirements through deployment, own servicing specs, and partner with Product, Tech and Operations to deliver scalable solutions.

You will leverage automation and data insights to reduce manual effort, while ensuring principled servicing configurations for new and existing partners. Strong communication and problem-solving are essential.

Qualifications

• Bachelor’s Degree in a related field.
• Experience running projects of any size against tight deadlines, delivering tangible benefits.
• Strong process review and mapping experience.
• Ability to simplify complex concepts for wide audiences.
• Preference for travel industry experience.

Responsibilities

• Develop an in-depth understanding of TPSP & B2B offerings, goals and challenges.
• Lead and support delivery of new initiatives from requirements to deployment.
• Own servicing requirements and document them before design.
• Identify opportunities to leverage automation, AI, and data-driven insights.
• Build cross-functional relationships with Product, Tech, and Operations.
• Identify improvements to prevent poor traveller/partner experiences and implement solutions.
• Assist in processes, tools and frameworks, including training stakeholders.
• Assist in servicing configuration and setup for Partners.

Skills

Stakeholder management

Project management

Process mapping

Communication

Problem solving

Education

Bachelor's Degree

Job description

Expedia Group in London seeks a Customer Experience Manager to improve B2B servicing within the TPSP organisation. You will lead initiatives from requirements through deployment, own servicing specs, and partner with Product, Tech and Operations to deliver scalable solutions.

You will leverage automation and data insights to reduce manual effort, while ensuring principled servicing configurations for new and existing partners. Strong communication and problem-solving are essential.