Customer Experience Manager, loveholidays
In-office on Tue-Thurs
3 days a week in office (Hammersmith, London)
Holiday booking service
Posted today
Holiday booking service
201-500 employees
Posted today
In-office on Tue-Thurs
3 days a week in office (Hammersmith, London)
201-500 employees
Company mission
Loveholiday's mission is to create the ultimate online travel experience.
Role
Who you are
- Experience of Service Design; demonstrated ability to independently lead customer journey mapping and process improvement exercises
- Knowledge of CX technology platforms such as CRM systems and how they can be utilised to enhance customer experiences
- Ability to collaborate with and influence cross-functional stakeholders at all levels
- Excellent communicator; Be able to simplify complex processes and problems and articulate them in a meaningful way which resonates with the audience
- Strategic and Analytical Thinking; A strategic mindset complemented by a data-driven approach to problem-solving and decision-making
- Naturally Curious: An innate drive to ask questions, seek out new insights and challenge the status quo to deliver better outcomes for customers
- Action-orientated; Focused on driving implementation, tracking impact and refining strategies for continuous improvement
- If you’re passionate about creating unforgettable customer experiences, we’d love to hear from you!
Desirable
- Contact Centre Proficiency: Knowledge and experience of contact centre technology and operations
- Innovation in CX Tech: A keen interest in and familiarity with the latest in CX technology advancements
What the job involves
- Reporting to the Head of Customer Experience and Service Design, you will be responsible for designing, implementing and refining exceptional post-booking customer experiences
- You’ll be responsible for closely monitoring how customers feel about the loveholidays experience and deep dive into areas for improvement
- Partnering with teams across the business, you’ll seek to understand the current process, analyse customer feedback and make recommendations to transform the experience
- You’ll work closely with others to ensure your recommendations are implemented and then will use data to monitor their impact and refine where needed
- Ultimately the Customer Experience team will be tasked to drive brand loyalty and position us as market leaders
- Support the Head of CX & Service Design with the development and execution of groundbreaking service design strategies that elevate post-booking customer experiences through the following capabilities:
- Data-Driven Decision Making: Utilise insights, feedback, and analytics to inform strategic decisions, fostering continuous improvement and measurable outcomes in post-booking CX
- Journey Mapping & Process Improvement: Leveraging insights to identify friction points within the customer journey, leading initiatives that refine service efficiency and customer satisfaction
- Workshop Leadership: Design and facilitate workshops with cross-functional teams and stakeholders to co-create solutions, prioritise initiatives, and align stakeholders on strategy
- SaaS Operations: Work with this team to define and optimise service design within customer experience technology platforms, ensuring they're fully leveraged to meet our objectives
- Customer Communications: Work with the communications lead to ensure post-booking communications are aligned to the service design for every journey
- Collaborate with multiple departments such as Data & Insights, CX Tech/Product, Supply & Commercial, Finance, Workforce Planning, and Customer Operations to ensure alignment and execution of a cohesive and integrated post-booking CX strategy
- In collaboration with the broader Customer Strategy Team, help champion and build a culture of customer-centricity
Application process
- Talent Acquisition Partner screening - 30 mins
- 1st stage with Hiring Manager - 30 mins
- Meet with key stakeholder/s including a task to present, in office - 1 hour
Salary benchmarks
Our take
Travel, both domestic and overseas, has been a huge part of the British economy since the late 20th century. In 2019, UK residents spent £43 billion on foreign holidays - almost double the amount spent a decade before.
Despite travel companies suffering considerable reputation damage back in 2020, as they struggled to refund customers whose booked holidays were suddenly cancelled, the appeal of companies like loveholidays to holidaymakers will undoubtedly endure seeing as they make the process of booking holidays much easier.
In the nearest future, loveholidays will need to focus on maintaining its reputation, especially given the wide array of direct competitors who could steal market share. At present, however, loveholidays is still one of the fastest growing online travel agents. If it can keep up the practices which have brought it success over the past 10 years, loveholidays is still in a good position to keep its growth strong for few years to come.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Some candidates hear
back within 2 weeks
44% female employees
39% employee growth in 12 months
Company
Employee endorsements
Opportunities to learn
"The company has made a deliberate decision to invest in great engineers and give us the autonomy and accountability to pick the best tool for the..."
Funding (2 rounds)
Oct 2016
$3.8m
EARLY VC
May 2011
$2.6m
EARLY VC
Total funding: $6.4m
Company benefits
- Discounted holidays for you, your family and friends
- 25 days of annual leave + bank holidays
- Company pension contributions at 5%
- Individual training budget for courses, seminars and memberships to professional bodies
- High degree of autonomy in a strong collaborative environment
- Cycle to work scheme, season ticket loan and eye care vouchers
- Hybrid working with 3 days working in our office (London) and 2 days WFH per week
- Sustainably sourced fruit baskets in the office kitchen
- Increased annual leave for long service
- Ability to buy and sell annual leave
- Enhanced maternity pay = 6 weeks of full pay and 20 weeks at 50% pay
- Enhanced paternity pay = 4 weeks of full pay
Company values
- We are entrepreneurs - We’re proudly commercial, we do more with less, we own the decisions we make and the actions we take
- Everything is written in pencil - As we grow, we think smaller, act quicker and continuously evolve the way we organise our work
- We organise for speed - A flat structure with small teams, allows us to move quickly
- We believe in Team - We’re all in it together
Company HQ
Hammersmith, London, UK
Articles
Leadership
Jonny Marsh
(Non Executive Director)An engineering graduate from the University of Bath, Jonny is also the founder and ex-CEO of nmqa Ltd and co-founder of travelmatch. He served as Loveholiday's COO until 2019.
Alex Francis
(Non Executive Director)Founded travelmatch in 2007 and then loveholidays in 2012, quickly becoming the fastest growing business in the UK by 2019. Now acting as a non-exec for the business since stepping down as CEO in 2020.
People progressing
Joined as UX/Design Manager in 2011, promoted 3 times in 10 years to current position of Lead User Researcher, having previously worked as Senior Product Designer.
Diversity, Equity & Inclusion at loveholidays
Clodagh Beatty (Head of Talent Management, Learning & DE&I)
- We recently hired a Head of L&D, Diversity, Equity & Inclusion to support us in our ongoing commitments to creating an inclusive environment, as well as providing growth opportunities for all our employees
- We want all applicants to feel they can belong at loveholidays
- We have employees from all walks of life and we are only interested in assessing your skills, attitude and talent!
- We support Employee Resource Groups - recently launched our Women's Network at loveholidays
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