Customer Experience Projects & Data Lead (Hybrid)

Travelodge Group; Thame; Hybrid; GBP 49,000 - 60,000; Full time

Benefits offered by this job

Salary up to £54,490 + Annual Bonus

Contributory pension scheme

Hybrid working – minimum 60% in office

Hotel discount for staff and friends/f

25 days holiday + bank holidays

Job summary

Travelodge Group is seeking a Customer Service Projects & Data Manager to shape how Customer Services evolves. You will lead a small team, own reporting, and drive data-informed improvements that deliver measurable results across customer and colleague experiences.

You will design pilots, track outcomes, and embed successful changes into daily operations, working with cross-functional teams to deliver practical, value-driven solutions.

Qualifications

• Experienced delivering projects and continuous improvement initiatives.
• Analytical approach to using data to identify opportunities and measure impact.
• Able to lead or develop others and manage multiple stakeholders effectively.
• Experience in Customer Services, contact centres, hospitality or large-scale operations is advantageous.

Responsibilities

• Lead a team of two and own operational reporting, performance insight and projects across Customer Services.
• Design and manage pilots, track impact and ensure changes are embedded in day-to-day operations.
• Collaborate across Customer Services, Hotel Operations, Quality Assurance, People, Digital, Technology, Property & Maintenance and Change teams to improve customer and colleague experience.

Skills

Project management

Continuous improvement

Operational change

Data analysis

Stakeholder management

Leadership

Tools

Salesforce

BI/reporting

Job description

Travelodge Group is seeking a Customer Service Projects & Data Manager to shape how Customer Services evolves. You will lead a small team, own reporting, and drive data-informed improvements that deliver measurable results across customer and colleague experiences.

You will design pilots, track outcomes, and embed successful changes into daily operations, working with cross-functional teams to deliver practical, value-driven solutions.