Customer Experience Improvement Lead

TripAdvisor; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Tripadvisor is seeking a Customer Experience Improvement Lead to bridge AI analytics, traveler psychology, and revenue optimization. You will design a Closed-Loop Root Cause Intelligence Engine to decode real-time cancellation drivers and translate them into executive insights for decision-making, policy adjustments, and product innovation.

The role emphasizes empathetic service, data-driven strategy, and cross-functional collaboration to protect revenue and enhance customer experience on a

Qualifications

• 5+ years in Customer Insights, VoC, CX Analytics, or Behavioral Data Science within Travel, Airline, Hospitality, or OTA sectors.
• Ability to translate unstructured data into quantifiable business metrics and ROI.
• Proven experience designing and operating closed-loop feedback systems and root-cause analysis.

Responsibilities

• Translate conversational data and cancellation reasons into actionable business insights and financial impact models for executive leadership.
• Quantify the true business cost of each cancellation driver to guide capital allocation and resource prioritization.
• Identify macro-trends and market shifts in cancellation drivers to inform dynamic pricing and policy strategies.
• Establish a robust Closed-Loop Root Cause Analysis framework to map and categorize customer friction across Product, Policy, Process, Partner or People.
• Design and deploy real-time AI-driven conversational intelligence that flags traveler distress and intent across voice, chat, and email.

Skills

Executive Decision Intelligence

Cancellation Reason Economics

Market Analysis

Competitor Analysis

Closed-Loop Root Cause Analysis

Operational Fixes

Real-Time AI

Traveler-Centric

AI & NLP Expertise

Tools

Tableau

PowerBI

SQL

Python

CallMiner

Gong

Medallia

Job description

Customer Experience Improvement Lead | Tripadvisor

About Tripadvisor

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world's most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

Job Location: This role requires 1 day per week in our London Office

Who are we looking for?

As the Lead, Customer Experience Improvement Lead, you will sit at the intersection of AI analytics, traveler psychology, and revenue optimization. Cancellations are one of the most critical churn metrics in Experience driven disruptions, changing plans, price volatility, or booking friction, how we handle a cancellation defines our relationship with our travelers.

You will sit at the intersection of empathetic service, AI analytics, and business strategy. You will design and own an enterprise-grade Closed-Loop Root Cause Intelligence Engine . Your mission is twofold: decode why travelers cancel in real time to ensure Service Operations provide effortless support and translate real-time cancellation reasons into high-impact business insights that drive executive decision-making, revenue protection, policy adjustments, and product innovation. At Tripadvisor Group we are Traveler first in all our decision making.

Key Responsibilities

1. Business Insights & Strategic Commercial Value
   • Executive Decision Intelligence: Translate conversational data and cancellation reasons into actionable business insights and financial impact models for executive leadership
   • Cancellation Reason Economics: Quantify the true business cost of each cancellation driver (e.g., policy friction vs. price matching vs. competitor gains vs. service failures) to guide capital allocation and resource prioritization.
   • Market & Competitor Signal Analysis: Identify macro-trends and market shifts in cancellation drivers (e.g., travelers canceling due to lower pricing found on competitor platforms, macro-economic shifts, or changing travel sentiment) to inform dynamic pricing and policy strategies.
2. Closed-Loop Root Cause Analysis & Operational Fixes
   • Establish a robust Closed-Loop Root Cause Analysis (CLRCA) framework to continuously map, track, and categorize customer friction into Product, Policy, Process, Partner or People leveraging existing Voice of Business automated mechanisms
   • Provide feedback to Service Operations for Process optimisation and People Coaching opportunities
   • Maintain a dynamic \"Friction-to-Fix\" Tracker that quantifies the financial and sentiment impact of unresolved root causes and holds cross-functional owners accountable for operational resolutions.
3. Real-Time AI & Traveler-Centric Signal Infrastructure
   • Design and deploy AI-driven conversational intelligence models (LLM/NLP) that prioritize identifying traveler distress, confusion, and intent across voice, chat, messaging, and email.
   • Build real-time alert systems to catch emerging traveler friction points (e.g., policy ambiguity, system outages, sudden flight disruptions) before they turn into mass cancellation waves.
   • Integrate generative AI speech-to-text, sentiment scoring, and intent recognition tools directly into front-line agent platforms to support teams in delivering empathetic care.

Preferred qualifications

• Business & Financial Acumen: Exceptional ability to translate unstructured customer text/audio into quantifiable business metrics, ROI calculations, and strategic recommendations for senior executives.
• Traveler-First Mindset: Unwavering commitment to designing solutions that solve customer pain points first, knowing sustainable revenue growth naturally follows.
• Closed-Loop & Root Cause Expertise: Demonstrated track record of implementing Closed-Loop Feedback systems and Root Cause Analysis methodologies (5 Whys, Fishbone, Failure Mode Analysis) in customer-facing environments.
• Domain Experience: 5+ years in Customer Insights, Voice of Customer (VoC), CX Analytics, or Behavioral Data Science within the Travel, Airline, Hospitality, or OTA sectors.
• AI & NLP Expertise: Hands-on experience with AI tools, NLP, speech analytics (e.g., CallMiner, Gong, Medallia, Retell AI, Qualtrics AI, or proprietary LLM pipelines).
• Data Literacy: Proficiency in visualization tools (Tableau, PowerBI) and SQL/Python to query conversational and operational databases.

Skills you should bring to the role

• Strategic Storytelling: Ability to synthesize complex, multi-channel conversational data into clear executive summaries and business cases.
• Cross-Functional Influence: Proven track record of convincing Product, Commercial, and Finance leaders to prioritize systemic fixes bas