Process Automation Lead

Tripadvisor; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading travel experiences company in the UK is seeking a Process Automation Lead to enhance customer support journeys through automation and process optimization. The ideal candidate will leverage insights from data analytics, lead projects to streamline workflows, and work closely with technical teams. This position promises competitive compensation and the flexibility of remote work options, making it a great opportunity for those passionate about improving customer experiences.

Benefits

Competitive compensation packages

Flexible work arrangements

Tuition assistance

Travel perks

Health benefits

Qualifications

• Expert in automation and process optimization.
• Proven track record in process improvement aligned with Six Sigma.
• Ability to translate business needs into service delivery.

Responsibilities

• Leverage data analytics to identify process gaps.
• Conduct mapping sessions to pinpoint customer pain points.
• Oversee implementation ensuring scalable solutions.

Skills

Strong influencing skills

Data Driven mindset

Strategic thinker

Education

5 years experience in customer contact-centre operations

Tools

Six Sigma Methodology

Chatbots

AI automation concepts

Job description

Viator a Tripadvisor company is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300000 travel experiences to explore everything from simple tours to extreme adventures (and all the niche interesting stuff in between) making memories that will last a lifetime has never been easier. With industry‑leading flexibility and last‑minute availability its never too late to make any day extraordinary. Viator. One app 300000 travel experiences you’ll remember.

Who are we looking for

We are seeking a forward‑thinking Process Automation Lead to design drive and implement a frictionless experience and ensure effortless scalable support is available for all our customers to ensure a 10 out of 10 experience. This role focuses on the customer support journey from Self‑Service through AI‑Assist and then Human‑Assist ensuring it is an effortless support journey. The role focuses on enablement design ideal for an experienced lead with strong business process optimization experience and ability to translate complex AI opportunities into a service‑solution.

Key Responsibilities

• Process optimization: Leverage customer insights and data analytics to identify process gaps in automation and Human‑Assist to simplify service solution and speed to resolution for our customers.
• Process Mapping: Discovery mapping sessions leveraging Six Sigma methodologies to identify pain points and high friction to resolution for our customers.
• Close‑Loop Resolution: identify root‑cause product or process blockers causing customer friction with measured impact work between Product & Engineering on milestone sprint for actionable improvements.
• Workflow Automation: re‑engineer workflows to simplify and automate routine tasks improving speed and resolution accuracy.
• Human‑Assist Tooling: Partner with internal product and engineering teams to define Human‑Assist tooling requirements and integration into our single CRM platform.
• Operational Cost: Identify high impact opportunities that reduce Human‑Assist that enhance the service resolution for a customer ensuring reducing friction / barriers.
• Project‑Management: Oversee end‑to‑end implementation ensuring solutions are scalable measurable and aligned with the service‑solution strategy.

Minimum Qualifications & Experience

• Automation & Process subject matter expert with 5 years experience in customer contact‑centre operations
• Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology
• Strong working knowledge and understanding of AI and automation concepts: chatbots workflow tooling and predictive analysis
• Proven ability to design and execute process optimization
• Comfortable working with technical teams and external vendors to translate CS business needs into delivery
• Close‑Loop resolution for product or process blockers causing customer friction with measured impact
• Customer obsessed mindset advocating for simplicity and putting yourself in the shoes of the customer

Skills you should bring to the role

• Communication: strong influencing skills with ability to articulate issues to internal stakeholders (required)
• Strategic thinker: with strong influence skills and ability to leveraging data (required)
• Data Driven: Leverage data to identify improvement opportunities A/B test mindset (required)
• Industry: Experience in a similar role within the Travel Industry (Preferred)

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data) including base salary and annual bonuses
• Work your way with flexibility to suit your lifestyle. Viator takes a remote‑friendly approach to collaboration across a worldwide team with the option to join on‑site as often as you’d like.
• Flexible schedule. Work‑life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel wellness or whatever suits you.
• Travel perks. We believe that travel is employee development so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

Our Values

• We aspire to lead. Tap into your talent ambition and knowledge to bring us and you to new heights.
• We’re relentlessly curious. We push beyond the usual the known the that’s just how it’s done.
• We’re better together. We learn from accept respect support and value one another and are creating something remarkable in the process.
• We serve our customers always. We listen question respond and strive for wow moments.
• We strive for better not perfect. We won’t get it right the first time or every time. We’ll provide a safe environment in which to make mistakes iterate improve and grow.
• Our workplace is for everyone as is our people powered platform. At Tripadvisor we want you to bring your unique identities abilities and experiences so we can collectively revolutionize travel and together find the good out there.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability please reach out to your individual recruiter or send an email to and let us know the nature of your request. Please include the job requisition number in your message.

Key Skills

Continuous Integration, APIs, Automotive software, Test Cases, Electrical Engineering, Junit, Distributed Control Systems, Testng, Java, Test Automation, Programmable Logic Controllers, Selenium

Employment Type

Full Time

Experience

years

Vacancy

1