Customer Journey Lead

Holiday Extras; Hythe; On-site; GBP 53,000 - 68,000; Full time

Job summary

A leading company in travel and holiday services seeks a Customer Journey Lead to enhance their customer service experience. The ideal candidate will improve digital and offline touchpoints, strategically using data and insights to elevate the customer journey, contributing to business growth while fostering a supportive team environment.

Benefits

25 days annual leave (+BH’s)

Enhanced parental leave

Gym Discounts

Private Medical Insurance

Profit Share Bonus

Pension scheme with Aviva

Volunteering Scheme

Qualifications

• Experience improving digital and service journeys.
• Track record of using customer insight to drive change.
• Confidence in using data and storytelling.

Responsibilities

• Lead initiatives across the customer service change roadmap.
• Collaborate with Tech, Product, and Operations teams.
• Improve self-service journeys and customer experience.

Skills

Cross functional collaboration

Customer insight

Data storytelling

Customer centric approach

Technical familiarity

Job description

Salary from £53,693 - £67,117 FTE DOE + Benefits + Profit Share Bonus

Hythe, Kent

Applications close Wednesday 16th July 2025

We care deeply about inclusive working practices and diverse teams. If you'd prefer to work part-time or as a job-share, we'll facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance.

About

At Holiday Extras, we’re creating a workplace where everyone can thrive, build their careers and reach their limitless potential. As a Sunday Times Best Place to Work 2025, we’re proud to offer a world of benefits designed to enhance your lifestyle and well-being. By joining our team, you’ll feel supported and rewarded every day.

We’re looking for a Customer Journey Lead to strengthen and enhance our end-to-end customer service experience connecting our digital and offline touchpoints. You’ll lead on identifying and prioritising opportunities to enhance our customer experience across both online and offline channels, supporting our strategy of delivering customer service that is Fast, Easy and Personal.

Our team mission is to make Holiday Extras synonymous with service, improving the contact journey for customers and partners while supporting seamless, scalable experiences throughout their trip. This role directly contributes to that goal by owning the service change roadmap and driving smarter, more personalised journeys across channels.

The Role

By joining our team, you’ll:

• Lead and prioritise initiatives across the customer service change roadmap, spotting and solving pain points to reduce effort and elevate experience
• Influence and collaborate across Tech, Product, Commercial, Content and Operations to improve the booking, contact and self-serve journey, delivering change at pace
• Shape communications and design signature touchpoints that support our goal of becoming famous for service
• Use insight and data to propose and champion improvements, bringing clarity and direction to complex challenges
• Own the delivery of cross functional projects, managing stakeholder alignment and outcomes from concept to launch.
• Increase the ease of self-service for customers by improving journeys or deploying the right use of AI
• Enhance customer experience that drives repeat custom and loyalty
• Align service change with business growth, efficiency and digital support ambitions
• Join a service-focused, empowered team who support each other to learn, grow and deliver great work
• Interpret data, feedback and behavioural analytics to track and prioritise improvements
• Build your leadership, strategy and delivery skills gaining experience across CX, digital optimisation, commercial delivery and cross team influence.

What you can bring to our team:

• Experience improving digital and service journeys through cross functional collaboration
• A track record of using customer insight to drive meaningful change
• Confidence in using data and storytelling to influence senior stakeholders
• You build trusted relationships and use compelling storytelling and insight to bring others on the journey, from senior stakeholders to operational teams
• Deep understanding of the booking and post-booking lifecycle
• Familiarity with tech development, CRM, digital service platforms and optimisation tools
• The ability to simplify the complex, managing competing priorities and deliver at pace
• A customer centric approach; putting the customer needs at the heart of every decision, advocating for solutions that make their journey smoother, more personal, and consistently better
• An inquisitive & naturally curious approach; continuously asking questions, exploring data, and seeking feedback to uncover opportunities for smarter, more intuitive experiences.
• Awareness of how emerging technologies shape customer behaviours and expectations

Everyone’s career path is individual and different, so this is just a guide. If your experience doesn't precisely match this, you’re encouraged to apply so that we can discover your unique talents!

How we hire for this role

We know your time is precious, so we keep our recruitment process as quick and easy as possible. If we believe you might be a match for a job you’ve applied for, you’ll enter our hiring process as follows:

• Initial call with our Recruitment Team
• Interview with a task to understand your thought process and creative thinking
• Meet the Operations Leads Team

Cultivating a diverse and inclusive culture is paramount for us.

Recognising we are all different, if for whatever reason you need us to adapt the process, please get in touch via [e-mail].

Why choose Holiday Extras?

We believe that holidays are the most precious time of all, so we create products, tech and services that make travel and holidays memorable and fun. We’re on a mission to be the only place to go for your holiday extras, offering unparalleled choice, value and service, turning our customers’ ordinary trips into extraordinarily good times.

At Holiday Extras, we’re creating a workplace where everyone can thrive, build their careers and reach their limitless potential. As a Sunday Times Best Place to Work 2025, we’re proud to offer a world of benefits designed to enhance your lifestyle and well-being. By joining our team, you’ll feel supported and rewarded every day. Learn more about our culture and benefits.

• Time is precious: 25 days annual leave (+BH’s), extra holidays through Holiday Buy, Birthday Day Off, and Sabbaticals at each milestone.
• Parental Leave: Enhanced parental leave - Up to 1 year off, including 13 weeks at 100% pay, 13 weeks at 50% pay
• Road to well-being: Access to Gym Discounts, Private Dental Insurance and Private Medical Insurance (after 4 years)
• Celebrate success together: Enjoy a Profit Share Bonus and a pension scheme with Aviva.
• Good for the soul: Join our Social Club for 25% off any ticket or event in the UK, Discounts on the latest tech, or give back to your community with our Volunteering Scheme.
• Plan ahead: Income protection, Critical illness cover and Life assurance