Customer Experience Manager

Expedia; Greater London; Sur place; GBP 60 000 - 85 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Stakeholder management

Project management

Process mapping

Communication

Problem solving

Formation

Bachelor's Degree

Description du poste

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.