B2B Travel Experience Lead

Expedia; United Kingdom; On-site; GBP 70,000 - 95,000; Full time

Job summary

Expedia Group is seeking a motivated Customer Experience Manager to elevate our B2B servicing for RAPID API, TAAP and WLTP platforms. You’ll help define servicing requirements, drive initiatives from conception to deployment, and ensure scalable, reliable customer experiences.

You’ll collaborate across Product, Tech and Operations, leveraging automation and data-driven insights to reduce manual effort and improve partner satisfaction in a fast-paced, matrixed environment.

Qualifications

• Demonstrated experience solving complex business problems with a methodical, consultative approach.
• Experience leading projects of any size against tight deadlines delivering measurable benefits.
• Strong process review and mapping experience.
• Ability to articulate complex concepts to wide audiences.

Responsibilities

• Develop an in-depth understanding of the TPSP & B2B organisations, key offerings, product solutions, policies and processes, business goals and challenges, to better understand their needs.
• Lead and support the delivery of new initiatives: from requirements gathering through development, go-to-market planning, testing and deployment before operational handover.
• Own our servicing requirements and ensure they are documented before product design and development.
• Identify and champion opportunities to leverage automation, AI, and data-driven insights to enhance Partner servicing and reduce manual effort.
• Build and maintain strong cross-functional relationships with key stakeholders across Product, Tech, and Operations to ensure alignment and visibility
• Proactively identify improvement opportunities to prevent poor traveller/partner experiences and work across the business to implement solutions.
• Assist with implementation of processes, tools and frameworks, including identifying best practices, training stakeholders and managing change.
• Assist in the servicing configuration and setup of new and existing Partners to ensure operational readiness.
• Adhere to team standards of documentation and external reporting.

Skills

Project management

Communication

Cross-functional collaboration

Process mapping

Data-driven insights

Storytelling

Education

Bachelor’s Degree in a related field

Job description

Expedia Group is seeking a motivated Customer Experience Manager to elevate our B2B servicing for RAPID API, TAAP and WLTP platforms. You’ll help define servicing requirements, drive initiatives from conception to deployment, and ensure scalable, reliable customer experiences.

You’ll collaborate across Product, Tech and Operations, leveraging automation and data-driven insights to reduce manual effort and improve partner satisfaction in a fast-paced, matrixed environment.