--- title: 'Customer Experience Improvement Lead at Tripadvisor' canonical: 'https://feeny.ai/job/customer-experience-improvement-lead-tripadvisor-office-6g0kj8qrxx64' type: 'job' last_seen: '2026-10-19' --- # Customer Experience Improvement Lead at Tripadvisor - **Company:** Tripadvisor - **Location:** Office - **Posted:** 2026-10-13 - **Last confirmed live:** 2026-10-19 - **Apply:** https://job-boards.greenhouse.io/tripadvisor/jobs/8259382 ## Job description 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, revenue protection, policy adjustments, and product innovation.   At Tripadvisor Group we are Traveler first in all our decision making. ## Key Responsibilities 1. Business Insights & Strategic Commercial Value - Executive Decision Intelligence: Translate conversational data and cancellation reasons into actionable business insights and financial impact models for executive leadership - Cancellation Reason Economics: Quantify the true business cost of each cancellation driver (e.g., policy friction vs. price matching vs. competitor gains vs. service failures) to guide capital allocation and resource prioritization. - Market & Competitor Signal Analysis: Identify macro-trends and market shifts in cancellation drivers (e.g., travelers canceling due to lower pricing found on competitor platforms, macro-economic shifts, or changing travel sentiment) to inform dynamic pricing and policy strategies. 1. Closed-Loop Root Cause Analysis & Operational Fixes - Establish a robust Closed-Loop Root Cause Analysis (CLRCA) framework to continuously map, track, and categorize customer friction into Product, Policy, Process, Partner or People leveraging existing Voice of Business automated mechanisms - Provide feedback to Service Operations for Process optimisation and People Coaching opportunities - Maintain a dynamic "Friction-to-Fix" Tracker that quantifies the financial and sentiment impact of unresolved root causes and holds cross-functional owners accountable for operational resolutions. 1. Real-Time AI & Traveler-Centric Signal Infrastructure - Design and deploy AI-driven conversational intelligence models (LLM/NLP) that prioritize identifying traveler distress, confusion, and intent across voice, chat, messaging, and email. - Build real-time alert systems to catch emerging traveler friction points (e.g., policy ambiguity, system outages, sudden flight disruptions) before they turn into mass cancellation waves. - Integrate generative AI speech-to-text, sentiment scoring, and intent recognition tools directly into front-line agent platforms to support teams in delivering empathetic care. Preferred qualifications: - Business & Financial Acumen: Exceptional ability to translate unstructured customer text/audio into quantifiable business metrics, ROI calculations, and strategic recommendations for senior executives. - Traveler-First Mindset: Unwavering commitment to designing solutions that solve customer pain points first, knowing sustainable revenue growth naturally follows. - Closed-Loop & Root Cause Expertise: Demonstrated track record of implementing Closed-Loop Feedback systems and Root Cause Analysis methodologies (5 Whys, Fishbone, Failure Mode Analysis) in customer-facing environments. - Domain Experience: 5+ years in Customer Insights, Voice of Customer (VoC), CX Analytics, or Behavioral Data Science within the Travel, Airline, Hospitality, or OTA sectors. - AI & NLP Expertise: Hands-on experience with AI tools, NLP, speech analytics (e.g., CallMiner, Gong, Medallia, Retell AI, Qualtrics AI, or proprietary LLM pipelines). - Data Literacy: Proficiency in visualization tools (Tableau, PowerBI) and SQL/Python to query conversational and operational databases. ## Skills you should bring to the role - Strategic Storytelling: Ability to synthesize complex, multi-channel conversational data into clear executive summaries and business cases. - Cross-Functional Influence: Proven track record of convincing Product, Commercial, and Finance leaders to prioritize systemic fixes based on traveler feedback. - Agility: Capability to react swiftly during high-stress operational events to protect both the traveler experience and company performance. Why Join Service Operations? - Drive Core Business Strategy: Move beyond simple survey reporting to directly influence revenue protection, commercial strategy, and product roadmap decisions. - Traveler-Centric Impact: Help fundamentally reshape how travel disruptions are handled by fixing the root causes of friction and putting human care at the heart of our technology. - Next-Gen AI Tech Stack: Work with cutting-edge real-time speech analytics, LLM reasoning, and agentic workflows to solve high-stakes challenges ## What We Offer - Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses - “Work your way” with flexibility to suit your lifestyle. Tripadvisor Group takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like or as required by your team. - Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work. - Donation matching. Give back? Give more! We match qualifying charitable donations annually. - Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs. - Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you. - Travel perks. We believe that travel is employee development, so we provide discounts and more. - Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges. - Health benefits. We offer great coverage and competitive premiums. - Generous referral scheme. Help us grow and be rewarded with generous awards for referring successful candidates. Our Cultural Pillars: Traveler first We exist to create value for our customer, the traveler. We enable our suppliers and partners to unlock this value. Their collective behaviors and insights are what drives us. Execution is our edge We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow across every aspect of our business. Our execution is agile, data-driven, prioritised, and built to scale. We assume no problem is someone else’s problem and finish what can be done today, knowing tomorrow will bring fresh challenges. We succeed together The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals. We collaborate relentlessly, challenge assumptions, give actionable feedback, and set each other up for success through empowered teams with a clear charter. We transparently take ownership of our growth, individually and as a team. We celebrate the quality of our effort, our learnings, and our collective achievements. We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com. If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com. We have all the answers! ## #LI-JP #LI-Hybrid ## About Tripadvisor ## Company Overview - **One-liner**: Tripadvisor is the world's largest travel guidance platform, helping hundreds of millions of travelers each month plan, book, and share experiences using over a billion reviews and opinions. - **Entity Type**: Public (NASDAQ: TRIP) - **Headquarters**: Needham, Massachusetts, United States - **Founded**: Not publicly available in provided sources (commonly known as 2000, but not cited) - **Founders**: Not publicly available in provided sources (commonly known as Stephen Kaufer, but not cited) ## Core Business - **Primary Industry**: Travel technology / Software development - **Target Customers**: B2C (travelers seeking reviews, booking, and trip planning) and B2B (hotels, restaurants, attractions, and experience providers) - **Mission Statement**: “To bring people, passions, and places together and make everyone a better traveler.” [careers.tripadvisor.com](https://careers.tripadvisor.com/) ## Products & Services - **Tripadvisor.com / App**: The core platform offering reviews, ratings, and booking for accommodations, restaurants, and attractions. - **Viator**: Marketplace for bookable tours, activities, and experiences. - **TheFork**: Restaurant reservation platform (primarily in Europe). - **Cruise Critic**: Cruise reviews and information. - **FlipKey / Holiday Lettings**: Vacation rental listing platforms. - **SeatGuru**: Airline seat maps and in-flight amenity information. - **SinglePlatform**: Digital menu and local business listing management. - **Bokun**: Booking and inventory management software for tour operators. ## Market Standing - **Valuation / Market Cap**: $3.5 billion (as of search date) [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Key Metric**: Annual Revenue of $1.9 billion (most recent reported) [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Notable Investors / Partners**: Publicly traded; parent company is Liberty TripAdvisor Holdings Inc. [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Growth Signals**: Serves 400M+ monthly users; over 1 billion reviews and contributions; operates in 43 markets and 22 languages; recent acquisition of Liberty TripAdvisor Holdings (2025) for $437M; headcount of 1,816 (‑1.7% YoY) [linkedin.com](https://www.linkedin.com/company/tripadvisor) [tripadvisor.com](https://www.tripadvisor.com/) ## Competitive Advantages - **Massive User-Generated Content**: Over 1 billion reviews and opinions across nearly 8 million businesses create a strong network effect. - **Global Brand Recognition**: One of the most recognized travel brands worldwide, with presence in 75 countries. - **Diverse Product Portfolio**: From reviews to booking to restaurant reservations (TheFork) and experiences (Viator), covering the full travel journey. - **Data Moat**: Decades of traveler behavior data enable personalization and AI-driven recommendations. ## Strategic Focus - **Next Chapter in Travel**: CEO Matt (last name not provided) emphasizes “writing the next chapter” and supporting small businesses. [careers.tripadvisor.com](https://careers.tripadvisor.com/) - **AI & Personalization**: Recent departures of AI leadership suggest ongoing transformation; job postings include senior engineering and product roles focused on data and AI. - **Hybrid Work & Global Talent**: Activity-based working model encourages in-person collaboration while supporting remote flexibility across offices in the Americas, EMEA, and APAC. ## Why Work Here - **Culture & Values**: Described as “fueled by curiosity, flexibility, and collaboration” with a shared love of travel. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) - **Work Model**: Activity-based working (hybrid) – some roles optimized for office, others for home; all full-time employees expected to spend some in-person time. - **Benefits**: Full medical premium coverage for employee-only plans (some options), dental, vision, Employee Assistance Program (EAP), free Calm subscription, virtual babysitting/wellness support via SitterStream. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) - **Career Development**: Award‑winning development program focused on growing yourself, others, and the business; live and on‑demand learning experiences. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) - **Diversity & Inclusion**: Employee Resource Groups (ERGs) for underrepresented communities; recognized as a leader in LGBTQ+ Workplace Inclusion (2026). [careers.tripadvisor.com](https://careers.tripadvisor.com/) - **Employee Ratings**: 3.6/5.0 on LinkedIn (1,668 reviews); Work‑Life 4.2, Compensation 3.9, Culture 3.9. [linkedin.com](https://www.linkedin.com/company/tripadvisor) - **Global Offices**: Major hubs in Needham (MA), New York, London, Oxford, Paris, Sydney, Tokyo, Singapore, and many more. [careers.tripadvisor.com](https://careers.tripadvisor.com/life-at-tripadvisor) ## Sources 1. [careers.tripadvisor.com](https://careers.tripadvisor.com/) – Official careers page, mission, benefits, culture 2. [careers.tripadvisor.com/life-at-tripadvisor](https://careers.tripadvisor.com/life-at-tripadvisor) – Life at Tripadvisor, benefits, offices, ERGs 3. [linkedin.com/company/tripadvisor](https://www.linkedin.com/company/tripadvisor) – Company overview, financials, headcount, recent departures, acquisitions 4. [tripadvisor.com](https://www.tripadvisor.com/) – Core platform, reviews count, user base ## Other roles at Tripadvisor - [Field Sales Representative - North London & Essex](https://feeny.ai/job/field-sales-representative-north-london-essex-tripadvisor-london-h7hh0yx1v07v) — London, United Kingdom - [Field Sales Representative - South of Netherlands](https://feeny.ai/job/field-sales-representative-south-of-netherlands-tripadvisor-maastricht-6kasjbtfa3wh) — Maastricht, Netherlands / Breda, Netherlands / Eindhoven, Netherlands / Den Bosch, Netherlands - [Account Executive - Rotterdam/The Hague](https://feeny.ai/job/account-executive-rotterdam-the-hague-tripadvisor-maastricht-hv4mjajjtjvc) — Maastricht, Netherlands / Breda, Netherlands / Eindhoven, Netherlands / Den Bosch, Netherlands - [Back-end Software Engineer](https://feeny.ai/job/back-end-software-engineer-tripadvisor-reykjavik-7aezk3npx8xg) — Reykjavik, Iceland - [Front-end Software Engineer](https://feeny.ai/job/front-end-software-engineer-tripadvisor-reykjavik-3bw6nf39d296) — Reykjavik, Iceland - [Jr Software Engineer](https://feeny.ai/job/jr-software-engineer-tripadvisor-reykjavik-afwy49kaqsat) — Reykjavik, Iceland - [Supplier Support Advisor/CX Advisor - B2B](https://feeny.ai/job/supplier-support-advisor-cx-advisor-b2b-tripadvisor-oxford-5wwe5gqwnzrw) — Oxford, United Kingdom - [Inside Sales Representative - French Market](https://feeny.ai/job/inside-sales-representative-french-market-tripadvisor-barcelona-eg0np6jvpvkj) — Barcelona, Spain - [Knowledge AI Quality Lead](https://feeny.ai/job/knowledge-ai-quality-lead-tripadvisor-office-kkhs2bajdmfm) — Office - [Senior Inside Sales Representative](https://feeny.ai/job/senior-inside-sales-representative-tripadvisor-london-g8za75xyp9jw) — London, United Kingdom