Customer Experience Improvement Lead

Customer Experience Improvement Lead | Tripadvisor

About Tripadvisor 

The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.

Job Location: This role requires 1 day per week in our London Office 

Who are we looking for?

As the Lead, Customer Experience Improvement Lead, you will sit at the intersection of AI analytics, traveler psychology, and revenue optimization. Cancellations are one of the most critical churn metrics in Experience driven  disruptions, changing plans, price volatility, or booking friction, how we handle a cancellation defines our relationship with our travelers. 

You will sit at the intersection of empathetic service, AI analytics, and business strategy. You will design and own an enterprise-grade Closed-Loop Root Cause Intelligence Engine. Your mission is twofold: decode why travelers cancel in real time to ensure Service Operations provide effortless support and translate real-time cancellation reasons into high-impact business insights that drive executive decision-making, revenue protection, policy adjustments, and product innovation.   At Tripadvisor Group we are Traveler first in all our decision making.

Key Responsibilities

1. Business Insights & Strategic Commercial Value

• Executive Decision Intelligence: Translate conversational data and cancellation reasons into actionable business insights and financial impact models for executive leadership

• Cancellation Reason Economics: Quantify the true business cost of each cancellation driver (e.g., policy friction vs. price matching vs. competitor gains vs. service failures) to guide capital allocation and resource prioritization.

• Market & Competitor Signal Analysis: Identify macro-trends and market shifts in cancellation drivers (e.g., travelers canceling due to lower pricing found on competitor platforms, macro-economic shifts, or changing travel sentiment) to inform dynamic pricing and policy strategies.

2. Closed-Loop Root Cause Analysis & Operational Fixes

• Establish a robust Closed-Loop Root Cause Analysis (CLRCA) framework to continuously map, track, and categorize customer friction into Product, Policy, Process, Partner or People leveraging existing Voice of Business automated mechanisms

• Provide feedback to Service Operations for Process optimisation and People Coaching opportunities

• Maintain a dynamic "Friction-to-Fix" Tracker that quantifies the financial and sentiment impact of unresolved root causes and holds cross-functional owners accountable for operational resolutions.

3. Real-Time AI & Traveler-Centric Signal Infrastructure

• Design and deploy AI-driven conversational intelligence models (LLM/NLP) that prioritize identifying traveler distress, confusion, and intent across voice, chat, messaging, and email.

• Build real-time alert systems to catch emerging traveler friction points (e.g., policy ambiguity, system outages, sudden flight disruptions) before they turn into mass cancellation waves.

• Integrate generative AI speech-to-text, sentiment scoring, and intent recognition tools directly into front-line agent platforms to support teams in delivering empathetic care.

Preferred qualifications:

• Business & Financial Acumen: Exceptional ability to translate unstructured customer text/audio into quantifiable business metrics, ROI calculations, and strategic recommendations for senior executives.

• Traveler-First Mindset: Unwavering commitment to designing solutions that solve customer pain points first, knowing sustainable revenue growth naturally follows.

• Closed-Loop & Root Cause Expertise: Demonstrated track record of implementing Closed-Loop Feedback systems and Root Cause Analysis methodologies (5 Whys, Fishbone, Failure Mode Analysis) in customer-facing environments.

• Domain Experience: 5+ years in Customer Insights, Voice of Customer (VoC), CX Analytics, or Behavioral Data Science within the Travel, Airline, Hospitality, or OTA sectors.

• AI & NLP Expertise: Hands-on experience with AI tools, NLP, speech analytics (e.g., CallMiner, Gong, Medallia, Retell AI, Qualtrics AI, or proprietary LLM pipelines).

• Data Literacy: Proficiency in visualization tools (Tableau, PowerBI) and SQL/Python to query conversational and operational databases.

Skills you should bring to the role

• Strategic Storytelling: Ability to synthesize complex, multi-channel conversational data into clear executive summaries and business cases.

• Cross-Functional Influence: Proven track record of convincing Product, Commercial, and Finance leaders to prioritize systemic fixes based on traveler feedback.

• Agility: Capability to react swiftly during high-stress operational events to protect both the traveler experience and company performance.

Why Join Service Operations?

• Drive Core Business Strategy: Move beyond simple survey reporting to directly influence revenue protection, commercial strategy, and product roadmap decisions.

• Traveler-Centric Impact: Help fundamentally reshape how travel disruptions are handled by fixing the root causes of friction and putting human care at the heart of our technology.

• Next-Gen AI Tech Stack: Work with cutting-edge real-time speech analytics, LLM reasoning, and agentic workflows to solve high-stakes challenges

What We Offer 

• 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. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team.
• 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.
• Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates.

Our Cultural Pillars:

Traveler first

We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. 

Execution is our edge

We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. 

We succeed together

The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements.

We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.

If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers!

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