View my profile

Customer Experience Journey and Insights - Senior Manager, London

United Kingdom - London


Customer Experience Journey and Insights Senior Manager

The Senior Manager of Customer Experience will lead a team that drives our B2B customer support experience programs for Hotel Operations at Expedia. The candidate will be leading a team focused on ensuring we deliver a world-class support experience throughout our lodging suppliers’ journeys. This includes defining how Lodging Operations captures and analyzes the voice of the supplier/customer, mapping our hotel suppliers’ journeys, leading cross-functional experience programs, incubating and leading a quality program, and delivering best-in-market experiences across all lodging supplier touchpoints.

Who you are:

  • 7+ years of expertise in Customer Experience field, with demonstrated success in identifying critical pain points, devising innovative solutions, and leading cross-functional teams to deliver best-in-class customer experience
  • Combination of customer experience, program management, product management, and/or customer support and solutions
  • Understanding Voice of the Customer
  • Experience managing complex projects and driving metrics
  • Able to work comfortably with incomplete information, deal with ambiguity, and drive to resolution
  • Solid understanding of Customer Support Operations/Call Centres
  • Able to interact effectively with multiple international internal and external customers
  • Experience building and managing teams and working in a matrix organization
  • Strong team orientation and communication skills
  • Strong problem solving and analytical capabilities
  • Good business understanding and business acumen
  • Experience managing complex projects and driving metrics
  • Able to prioritize and manage multiple initiatives simultaneously
  • Experience working in leadership positions at best-in-class organizations
  • Excellent written and verbal communication skills; advanced MS Excel / PowerPoint experience

What you’ll do:

  • Define and drive the Global Supplier Experience strategy with accountability for optimizing the customer experience for new and existing customers across all geographies
  • Develop deep insights for improving supplier experience
  • In collaboration with marketing, sales, support, and operational colleagues holistically map all aspects of the customer journey globally and identify critical gaps and opportunities
  • Optimize the customer experience by fostering a culture of continual customer experience improvements to deliver a world-class supplier experience optimizing critical touchpoints of the customer journey
  • As the primary Experience Voice of the Supplier evangelist, advocate for our suppliers’ wants and needs throughout the organization by effectively capturing, predicting, reacting, and improving customer interactions to exceed expectations
  • Guide Lodging Operations to deliver supplier-centric solutions to improve their experience

Why join us:

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.  

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.



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.


Job Category
Customer Service Group

Job Function
Contact Center Operations

United Kingdom - London

Job Type
Full-Time Regular

Go to top