Traveler Experience Optimization Lead

TripAdvisor; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Tripadvisor is seeking a Customer Experience Improvement Lead to bridge AI analytics, traveler psychology, and revenue optimization. You will design a Closed-Loop Root Cause Intelligence Engine to decode real-time cancellation drivers and translate them into executive insights for decision-making, policy adjustments, and product innovation.

The role emphasizes empathetic service, data-driven strategy, and cross-functional collaboration to protect revenue and enhance customer experience on a

Qualifications

• 5+ years in Customer Insights, VoC, CX Analytics, or Behavioral Data Science within Travel, Airline, Hospitality, or OTA sectors.
• Ability to translate unstructured data into quantifiable business metrics and ROI.
• Proven experience designing and operating closed-loop feedback systems and root-cause analysis.

Responsibilities

• Translate conversational data and cancellation reasons into actionable business insights and financial impact models for executive leadership.
• Quantify the true business cost of each cancellation driver to guide capital allocation and resource prioritization.
• Identify macro-trends and market shifts in cancellation drivers to inform dynamic pricing and policy strategies.
• Establish a robust Closed-Loop Root Cause Analysis framework to map and categorize customer friction across Product, Policy, Process, Partner or People.
• Design and deploy real-time AI-driven conversational intelligence that flags traveler distress and intent across voice, chat, and email.

Skills

Executive Decision Intelligence

Cancellation Reason Economics

Market Analysis

Competitor Analysis

Closed-Loop Root Cause Analysis

Operational Fixes

Real-Time AI

Traveler-Centric

AI & NLP Expertise

Tools

Tableau

PowerBI

SQL

Python

CallMiner

Gong

Medallia

Job description

Tripadvisor is seeking a Customer Experience Improvement Lead to bridge AI analytics, traveler psychology, and revenue optimization. You will design a Closed-Loop Root Cause Intelligence Engine to decode real-time cancellation drivers and translate them into executive insights for decision-making, policy adjustments, and product innovation.

The role emphasizes empathetic service, data-driven strategy, and cross-functional collaboration to protect revenue and enhance customer experience on a