B2B Customer Experience Manager, Automation & Insights

Expedia, Inc.; Greater London; Hybrid; GBP 55,000 - 82,000; Full time

Job summary

Expedia Group in London is seeking a Customer Experience Manager to enhance B2B servicing for RAPID API, TAAP, and WLTP within the TPSP organization. You will drive scalable, resilient solutions with a focus on automation and data-driven insights.

You will build strong cross-functional relationships across Product, Tech, and Operations, lead major initiatives, map processes, and ensure operational readiness. A related degree and strong communication are essential.

Qualifications

• Bachelor’s degree in a related field.
• Experience solving complex business problems with a methodical, consultative approach.
• Experience running projects of any size against tight deadlines with measurable benefits.
• Strong process review and mapping experience.
• Excellent verbal and written communication skills; ability to simplify complex concepts.

Responsibilities

• Develop an in‑depth understanding of the TPSP & B2B organisations, key offerings, and processes.
• Lead and support delivery of new initiatives from requirements gathering through deployment.
• Own servicing requirements and ensure documentation before design and development.
• Identify opportunities to leverage automation, AI, and data-driven insights.
• Build cross‑functional relationships with Product, Tech, and Operations to ensure alignment.
• Assist with process/tools/frameworks, training stakeholders and managing change.
• Assist in servicing configuration and setup of Partners for operational readiness.
• Adhere to documentation standards and external reporting.

Skills

Stakeholder management

Process mapping

Analytical thinking

Communication skills

Education

Bachelor’s Degree in a related field

Job description

Expedia Group in London is seeking a Customer Experience Manager to enhance B2B servicing for RAPID API, TAAP, and WLTP within the TPSP organization. You will drive scalable, resilient solutions with a focus on automation and data-driven insights.

You will build strong cross-functional relationships across Product, Tech, and Operations, lead major initiatives, map processes, and ensure operational readiness. A related degree and strong communication are essential.