{"id":2459015,"url":"https://alion.io/job/expedia-group-customer-experience-manager","title":"Customer Experience Manager","company":{"id":1763687,"name":"Expedia Group","domain":"expediagroup.com","url":"https://alion.io/company/expediagroup-com","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":20,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":11,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":44000,"max_usd":114000,"period":"year","method":"role_country_seniority_unknown","sample_n":190},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T16:46:59Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-14T17:06:29Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.\nHere, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.\nWe are looking for a highly motivated Customer Experience Manager who is passionate about delivering value to Expedia Group’s Business to Business (B2B) organization, in a fast-paced matrixed environment. Working in the Traveller & Partner Service Platform (TPSP) organisation, this role supports Expedia Group’s B2B brand by improving our existing service model for our RAPID API, TAAP and White Label Travel Platform (WLTP) product solutions, ensuring new initiatives are scalable, integrated, resilient and leverage core Expedia Group platform capabilities.\nIn this exciting role, you will bring a natural curiosity, critical thinking, analysis, storytelling, process mapping, product design, and project management skills to help us solve the next generation of travel challenges. In our organisation, you would be a member of a small tight-knit team who strive to differentiate Expedia Group in the travel marketplace from a B2B servicing perspective, and are collectively responsible for ensuring that what is being developed for our Demand Partners is fit-for-purpose.\nWhat you will do:\nDevelop an in-depth understanding of the TPSP & B2B organisations, key offerings, product solutions, policies and processes, business goals and challenges, to better understand their needs.\nLead and support the delivery of new initiatives: from requirements gathering through development, go-to-market planning, testing and deployment before operational handover.\nOwn our servicing requirements and ensure they are documented before product design and development.\nIdentify and champion opportunities to leverage automation, AI, and data-driven insights to enhance Partner servicing and reduce manual effort.\nBuild and maintain strong cross-functional relationships with key stakeholders across Product, Tech, and Operations to ensure alignment and visibility\nProactively identify improvement opportunities to prevent poor traveller/partner experiences and work across the business to implement solutions.\nAssist with implementation of processes, tools and frameworks, including identifying best practices, training stakeholders and managing change.\nAssist in the servicing configuration and setup of new and existing Partners to ensure operational readiness.\nAdhere to team standards of documentation and external reporting.\nWho you are:\nBachelor’s Degree in a related field\nDemonstrated experience of working through complex business problems and partnering with internal stakeholders using a methodical, consultative and well-communicated approach\nExperience running projects of any size against tight deadlines, that deliver tangible benefits to business stakeholders.\nStrong process review and mapping experience\nA natural curiosity to identify opportunities and deliver appropriate scalable and measurable solutions\nExcellent verbal and written communication skills, including ability to simplify complex concepts for wide audiences.\nA preference for experience in the travel industry, however this is not essential.\nAccommodation requests\nExpedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request athttps://expedia.service-now.com/askeg?id=job_accommodation.\nAbout Expedia Group\nExpedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.\nImportant notice\nEmployment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.\nEqual Opportunity\nExpedia is committed to creating an inclusive work environment with a diverse workforce. 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