Customer Experience Manager, EMEA

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. Customer Experience Manager, EMEA Introduction to the team Our Corporate Functions are made up of teams that support Expedia Group, including Employee Communications, Finance, Traveler and Partner Service Platform, Legal, People Team, Inclusion and Diversity, and Global Social Impact and Sustainability. Our Team manages Customer Operations for International Retail Customers through a network of vendors based across Europe, Asia, North Arica and Latin America, As a Customer Experience Manager you will be functional expert for team's domain. Drives initiatives cross-functionally within and beyond division to deliver on operational and experience goals and develop in-depth understanding of customer's* organization, key offerings, and business goals and challenges to better understand their needs In this role, you will: Analyze trends of cost and experience by journey, product, intent, channel, and/or customer* to identify optimization and performance improvement opportunities Build working knowledge of customer* tools, products, policies, and processes Provide subject matter expert insights where appropriate and required Build relationships with key individuals within the team, department, organization, and external partners Represent team as key point of contact for escalations both internally and externally Monitor and ensure KPIs are delivered and contribute to the overall customer* experience goals Identify reasons for fluctuations (e.g., call listening sessions, data dashboards, escalations, and product notifications) against KPIs and remediate Actively manage company's large network of call center partners Ensure contact centers are proactively escalating issues/bugs and business as usual opportunities for brand sites, agent tools, and suppliers with the objective of reducing customer* effort and increasing efficiency Ensure the appropriate handling of any business continuity incident that may occur Gather pertinent information about a problem by analyzing data and patterns and identifying underlying issue Research and recommends more detailed solutions to resolve problems Implement solutions based on advanced knowledge of standard practices and previous experiences; escalates complex or unprecedented issues as needed Look for solutions which go beyond the individual customer* resolution, also focusing on how to prevent poor customer experiences in the future and works with teams across the business to implement these solutions Represent team or function in cross-functional projects and initiatives as a subject matter expert Measure and assess customer* satisfaction, efficiency, and effectiveness of changes with data collection methods and procedures, or identify relevant existing data Use relevant data sources to analyze and measure the impact of initiatives and projects Deliver requested detailed information about the uses and values of the company's products/offerings Journey map across product, intent, and platform offering Contribute and develop summary of business performance to key stakeholders Keep management informed on progress to goal and status Demonstrate ability to manage several tasks and meet deliverable deadlines Use judgement to determine the relative impact and urgency of individual tasks

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.