Customer Experience Improvement Lead

• Join Tripadvisor’s Service Operations team as Customer Experience Improvement Lead, working hybrid with just 1 day a week in the London office. • Work at the intersection of AI analytics, traveller psychology and revenue optimisation. • Design and own a Closed-Loop Root Cause Intelligence Engine for cancellations. • Decode why travellers cancel in real time so support stays effortless. • Turn cancellation reasons into insights that drive executive decisions, policy and product innovation. • Work with cutting-edge speech analytics, LLM reasoning and agentic workflows.

• Bring 5+ years in Customer Insights, Voice of Customer, CX Analytics or Behavioural Data Science, ideally in travel, airlines, hospitality or OTAs. • Turn unstructured customer text and audio into business metrics, ROI and executive recommendations. • Show a track record of implementing closed-loop feedback and root cause methods such as 5 Whys or Fishbone. • Bring hands-on experience with AI, NLP or speech analytics tools such as CallMiner, Gong, Medallia or Qualtrics AI. • Use Tableau or Power BI and query data with SQL or Python. • Influence Product, Commercial and Finance leaders to prioritise systemic fixes. • React quickly during high-stress operational events.

• Bring experience building proprietary LLM pipelines for conversational analytics. • Show experience with Retell AI or similar voice AI tools. • Bring experience integrating AI tools into front-line agent platforms. • Show experience modelling the financial impact of customer churn drivers.

• Turn conversational data and cancellation reasons into insights and financial impact models for executives. • Quantify the true business cost of each cancellation driver. • Spot market and competitor trends in cancellations to inform pricing and policy. • Build a closed-loop root cause framework across Product, Policy, Process, Partner and People. • Feed process and coaching insights back to Service Operations. • Run a Friction-to-Fix tracker that holds cross-functional owners accountable. • Deploy LLM and NLP models that detect traveller distress, confusion and intent across channels. • Build real-time alerts for emerging friction and integrate AI tools into agent platforms.

• Earn a competitive salary plus an annual bonus. • Work hybrid with just 1 office day a week and a flexible schedule. • Use an annual lifestyle benefit for travel, wellness or anything you choose. • Get tuition assistance and charitable donation matching. • Enjoy travel perks and discounts. • Access an employee assistance programme and health benefits. • Earn generous referral rewards.

Tripadvisor Group connects people to experiences worth sharing and aims to be the world’s most trusted source for travel. Its brands include Tripadvisor, Viator and TheFork, with two-sided marketplaces for experiences, accommodation and restaurants. Tripadvisor puts travellers first in every decision it makes.