Customer Experience Improvement Lead

Role Overview

The Customer Experience Improvement Lead will sit at the intersection of AI analytics, traveler psychology, and revenue optimization, designing and owning an enterprise-grade Closed-Loop Root Cause Intelligence Engine.

What You Will Do

The Lead will translate conversational data and cancellation reasons into actionable business insights and financial impact models for executive leadership, and identify macro-trends and market shifts in cancellation drivers to inform dynamic pricing and policy strategies.

Why It Might Be a Fit

The ideal candidate will have a traveler-first mindset, exceptional business and financial acumen, and experience with AI tools, NLP, and speech analytics, with a proven track record of convincing Product, Commercial, and Finance leaders to prioritize systemic fixes based on traveler feedback.

Requirements

• Business & Financial Acumen
• Traveler-First Mindset
• Closed-Loop & Root Cause Expertise
• Domain Experience
• AI & NLP Expertise
• Data Literacy

Benefits

• Competitive compensation packages
• Flexible schedule
• Donation matching
• Tuition assistance
• Lifestyle benefit
• Travel perks
• Employee assistance program
• Health benefits
• Generous referral scheme