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Program Manager III

United Kingdom - London

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Are you passionate about Customer Experience and have a background in providing customer insights and  identifying key ‘Moments of Truth’ on the customer journey? Are you passionate about influencing teams, workgroups, and lines of business on opportunities to enhance the Customer Experience with insights and analytics? Do you love learning something new every day?  Then this position within our Travel Partners Group’s Operational Excellence team may be for you.

We are looking for somebody to tell  the story of partner experience through data and visual representations, either as a part of a larger program or initiative or by proactively utilizing data and experience insights to identify key opportunities.

You will use your experience in building Customer Insights to influence our process, product, and operational teams on opportunities reduce partner effort, increase satisfaction, and simplify our business.  You will be responsible for collaborating with various teams in our Travel Partner Group supporting all our Supply partners .

What you’ll do:

  • Work with current listening posts/feedback mechanisms to understand the customer and partner journeys

  • Obtain insights and analyze data utilizing experience management and insights tools such as Qualtrics and Clarabridge

  • Build, develop and curate topic models within Clarabridge, applying these to Journey Health visualizations

  • Facilitate the automation and scalability of Quality measurement activities

  • Proactively identify opportunities to reduce effort and increase satisfaction

  • Pioneer the development of text analytics for CX within Expedia group

  • Develop comprehensive topic models, which help direct root cause analysis activities

  • Collaborate across multiple teams on root cause analysis output and delivering VoC insights

  • Provide and present timely insights to support decision making for our leadership team

  • Stay on top of customer and partner preferences, technology trends, and market demands

  • Make recommendations for operational improvements by analyzing Quality performance

  • Collaborate across TPG business units to develop the ‘what good looks like’ models

  • Use your experience in building and presenting journey maps on broad or specific partner and traveler journeys and personas

  • Surface partner/customer pain points within the journey management process, in order to identify improvement opportunities and their holistic impact

Who you are:

  • 5+ years of experience specifically on insight or customer experience teams, building customer journey maps and delivering insights and analytics to various teams, as well as senior stakeholders

  • Experience in developing CX platform capability within an organization, specifically deploying text analytics/topic models/sentiment analysis in various contexts

  • Demonstrated self-starter with entrepreneurial skills to uncover and define meaningful opportunities to better serve our customers.

  • Demonstrated experience delivering customer insights that drive key performance metrics.

  • Experience with both qualitative and quantitative research.

  • Strong analytical abilities and storytelling with data

  • Experience in impact modelling, regression analysis, cluster/factor analysis

  • Working technical knowledge of Qualtrics, Clarabridge, and Salesforce

  • Understanding of account management and/or service operations, as well as relevant KPIs metrics

  • Comfortable working through large data sets of information and aligning data across systems and sources

  • Strong project management and change management skills

  • Able to prioritize and lead multiple initiatives simultaneously

  • Ability to work in partnership with senior stakeholders

  • Understanding of how insight and CX play a part in continuous improvement

  • Excellent written and verbal communication skills; advanced MS Excel / PowerPoint experience

  • High competency in surveying principals and methodologies

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About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. 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™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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.

R-69495

Job Category
Technology Group

Job Function
Program Management (Technology)

Locations
United Kingdom - London
Czechia - Prague

Job Type
Full-Time Regular

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