• United Kingdom - London

• Operations & Services

• Full-Time Regular

• 12/01/2025

• ID # R-99391

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Introduction to the team:

We are looking for a highly motivated Customer Experience Manager who is passionate about delivering value to Expedia’s Business to Business (B2B) organization, in a fast-paced matrixed environment. Working in the Traveller & Partner Service Platform (TPSP) organisation, this role supports Expedia's B2B brand by improving our existing service model for our RAPID API, TAAP and White Label Template (WLT) product solutions, ensuring new initiatives are scalable, integrated, resilient and leverage core EG platform capabilities.

In this exciting role, you will bring a natural curiosity, critical thinking, analysis, storytelling, process mapping, product development, and project management skills to help us solve the next generation of travel challenges. In our organization, you would be a member of a small tight-knit team who strive to differentiate Expedia Group in the travel marketplace from a B2B servicing perspective and are collectively responsible for ensuring that what is being developed for our Demand Partners is fit-for-purpose.

In this role, you will:

• Develop an in-depth understanding of the TPSP & B2B organization, key offerings, product solutions, policies and processes, business goals and challenges to better understand their needs.
• Lead and support the delivery of new initiatives: from requirements gathering through development, go-to-market planning, testing and deployment before operational handover.
• Support the functional domain experts for the RAPID API, TAAP and WLT solutions, ensuring that our requirements are accounted for in the product developments of TPSP, B2B, and other relevant teams.
• Identify and champion opportunities to leverage automation, AI, and data-driven insights to enhance Partner servicing and reduce manual effort.
• Build and maintain strong cross-functional relationships with key stakeholders across Product, Tech, and Operations to ensure alignment and visibility
• Support the domain experts as they represent the team or function, in cross-functional projects and initiatives.
• Pro-actively identify improvement opportunities to drive the prevention of poor traveller/partner experiences and work across the business to implement these solutions.
• Assist with implementation of processes, tools and frameworks, including identifying best practices, training stakeholders and managing change.
• Assist in the servicing configuration and setup of new and existing Partners to ensure operational readiness.
• Adhere to team standards of documentation and external reporting.

Experience and Qualifications:

• Bachelor’s Degree in a relatable field
• Demonstrated experience of working through complex business problems and partnering with internal stakeholders using a methodical, consultative and well communicated approach
• Experience running projects of any size against tight deadlines, that deliver tangible benefits to business stakeholders.
• Strong process review and mapping experience
• A natural curiosity to identify opportunities and deliver appropriate scalable and measurable solutions
• Excellent verbal and written communication skills, including ability to simplify complex concepts for wide audiences.
• A preference for experience in the travel industry, or in the flight and airline space, however this is not essential.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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.