Customer Experience Manager

Why loveholidays?

At loveholidays, we’re on a mission to open the world to everyone, giving our customers’ unlimited choice, unmatched ease and unmissable value for their next getaway. Our team is the driving force behind our role as our customers’ personal holiday expert - the smart way to get away.

The impact you’ll have:

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.

If you’re passionate about creating unforgettable customer experiences, we’d love to hear from you!

Your day-to-day:

• 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.

Your skillset:

• 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.

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.

Perks of joining us:

Other than an amazing environment for you to grow, have impact and show the world your incredible skills, we offer the following benefits:

• Company pension contributions at 5%
• Individualised training budget for you to learn on the job and level yourself up.
• Discounted holidays for you, your family and friends.
• 25 days of holidays per annum (plus 8 public holidays) increases by 1 day for every second year of service, up to a maximum 30 days per annum.
• Enhanced maternity/paternity leave.
• Cycle to work scheme, season ticket loan and eye care vouchers.

The interview journey:

• 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.

At loveholidays, we focus on developing an inclusive culture and environment that encourages personal growth and collective success. Each individual offers unique perspectives and ideas that increase the diversity and effectiveness of our teams. And we value the insight and potential you could bring on our continued journey.