Customer Experience Manager

11310 Expedia.com Ltd.; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Expedia Group in London seeks a Customer Experience Manager to improve its B2B servicing for RAPID API, TAAP and WLTP. You’ll work across TPSP and the B2B org, gathering requirements, coordinating development, testing and deployment, and ensuring readiness for operational handover.

You will build cross-functional relationships with Product, Tech and Operations, champion automation and data-driven improvements, and help scale partner servicing while reducing manual effort.

Qualifications

• Demonstrated experience of working through complex business problems and partnering with internal stakeholders using a methodical, consultative and well-communicated approach
• Experience running projects of any size against tight deadlines, that deliver tangible benefits to business stakeholders
• Strong process review and mapping experience
• Excellent verbal and written communication skills, including ability to simplify complex concepts for wide audiences

Responsibilities

• Develop 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 they are documented before product design
• Identify opportunities to leverage automation, AI, and data-driven insights to enhance Partner servicing

Skills

Stakeholder management

Process mapping

Project management

Clear communication

Analytical thinking

Education

Bachelor’s Degree in a related field

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere. We are looking for a highly motivated Customer Experience Manager who is passionate about delivering value to Expedia Group’s Business to Business (B2B) organization, in a fast-paced matrixed environment. Working in the Traveller & Partner Service Platform (TPSP) organisation, this role supports Expedia Group’s B2B brand by improving our existing service model for our RAPID API, TAAP and White Label Travel Platform (WLTP) product solutions, ensuring new initiatives are scalable, integrated, resilient and leverage core Expedia Group platform capabilities. In this exciting role, you will bring a natural curiosity, critical thinking, analysis, storytelling, process mapping, product design, and project management skills to help us solve the next generation of travel challenges. In our organisation, you would be a member of a small tight-knit team who strive to differentiate Expedia Group in the travel marketplace from a B2B servicing perspective, and are collectively responsible for ensuring that what is being developed for our Demand Partners is fit-for-purpose.

What you will do:

• 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.

Who you are:

• Bachelor’s Degree in a related field
• Demonstrated experience of working through complex business problems and partnering with internal stakeholders using a methodical, consultative and well-communicated approach
• Experience running projects of any size against tight deadlines, that deliver tangible benefits to business stakeholders.
• Strong process review and mapping experience
• A natural curiosity to identify opportunities and deliver appropriate scalable and measurable solutions
• Excellent verbal and written communication skills, including ability to simplify complex concepts for wide audiences.
• A preference for experience in the travel industry, however this is not essential.

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Equal Opportunity Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.