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,

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