--- title: 'CX Project Manager at Tripadvisor' canonical: 'https://feeny.ai/job/cx-project-manager-tripadvisor-london-cpcy6e15pyt7' type: 'job' last_seen: '2026-10-12' --- # CX Project Manager at Tripadvisor - **Company:** Tripadvisor - **Location:** London, United Kingdom - **Posted:** 2026-08-14 - **Last confirmed live:** 2026-10-12 - **Apply:** https://job-boards.greenhouse.io/tripadvisor/jobs/8121648 ## Job description CX Project Manager | 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: Hybrid This role is a hybrid position that requires 2 days per week in our London or Oxford office. ## Who we are looking for We are looking for an experienced and forward-thinking AI Project Manager to lead the design, deployment, and optimisation of AI-powered projects within our Customer Service Operations. This role sits at the intersection of technology and customer experience driving value for our Travelers across our global experiences catalog. As part of the Service Excellence team you will work closely with our AI Automation Lead working cross-functionally with our R&D, Technology, Service-Operations, Data and Supply teams to ensure AI implementation projects are delivered on time, driving measurable value to our Travelers. ## Key Responsibilities AI Strategy & Project Delivery - Lead end-to-end delivery of AI and automation projects within the customer service function, from discovery and scoping through to deployment and review. - Develop and maintain a roadmap of AI initiatives aligned with customer service OKRs and business priorities. - Manage project timelines, budgets, risks, and stakeholder communications across multiple concurrent workstreams. - Coordinate with external vendors and internal engineering teams to ensure seamless integration of AI solutions with existing CRM, telephony, and other platforms. Operations & Performance - Monitor AI system performance (e.g. chatbot containment rates, CSAT, deflection metrics) and drive continuous improvement cycles. - Partner with Quality Assurance and workforce planning teams to assess the impact of AI on agent workload, skill requirements, and scheduling. - Identify manual or repetitive processes within customer service operations that are suitable for intelligent automation. - Ensure AI tools comply with data protection regulations (e.g. UK GDPR) and internal governance frameworks. Stakeholder Engagement & Change Management - Act as the primary point of contact between the customer service leadership team and AI/tech delivery functions. - Lead change management and communication efforts to ensure frontline agents and team leaders understand, trust, and effectively use AI tools. - Facilitate workshops, training sessions, and feedback loops to capture agent insights and refine AI behaviour. - Present project updates, performance data, and business cases to senior leadership and executive stakeholders. Governance & Ethics - Champion responsible AI practices, ensuring fairness, transparency, and customer trust are embedded into all solutions. - Maintain clear documentation of AI model inputs, outputs, decision logic, and escalation pathways. - Work with Legal, Compliance, and Data teams to conduct impact assessments and ensure ongoing regulatory compliance. Required Experience & Skills Essential - 3+ years of project management experience, ideally within customer service, contact centre, or CX environments. - Demonstrated experience delivering AI, automation, or digital transformation projects (e.g. conversational AI, RPA, NLP, knowledge management tools). - Strong understanding of customer service operations, including contact centre metrics, workflows, and team structures. - Excellent stakeholder management skills, with the ability to translate technical concepts for non-technical audiences. - Proficiency with project management methodologies (Agile, Scrum, Waterfall, or hybrid approaches). - Analytical mindset with experience using data to track performance and make evidence-based decisions. - Familiarity with data privacy obligations relevant to AI, including UK GDPR. Desirable - Experience with AI/CX platforms such as Salesforce Einstein, Zendesk AI, Google CCAI, Genesys, or similar. - Awareness of large language models (LLMs), prompt engineering, and generative AI use cases in a service context. - Project management certification (e.g. PMP, PRINCE2, APM, or SAFe). - Background in change management, employee engagement, or learning & development. ## 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 - [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 - [Customer Success Specialist - Swedish Speaker](https://feeny.ai/job/customer-success-specialist-swedish-speaker-tripadvisor-london-hv24aa4c85rm) — London, United Kingdom - [Customer Success Specialist – Temporary](https://feeny.ai/job/customer-success-specialist-temporary-tripadvisor-stockholm-xqw9xv3tky5k) — Stockholm, Sweden - [Chief Financial Officer](https://feeny.ai/job/chief-financial-officer-tripadvisor-dublin-bq5f8q6w76ss) — Dublin, Ireland