Head of Customer Experience & Journey Design

Why loveholidays? At loveholidays - we trailblaze together. 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. Here, we're doing things differently to open the world to everyone, and our Customer Experience team is at the forefront of driving cutting-edge innovation. Join our fast-growing business where your ideas are heard and new thinking shapes how millions book their holidays. You'll accelerate your growth in our fast-paced environment, tackling daily challenges and learning from inspiring leaders and teammates. Be empowered to create impact for our future by shaping the most-loved package holiday experience for millions. As we pursue ambitious plans to expand across Europe, you'll be part of a fun-loving international community achieving great things together. The impact you’ll have: Join our Customer Strategy team as the Head of CX and Service Design for the Post-Booking Customer Experience, where you'll be instrumental in redefining and maturing how we engage with our customers after they've booked their holiday. Reporting directly to the VP of CX, you'll spearhead the initiative to ensure every customer journey and touchpoint, post-booking is meticulously crafted to offer unparalleled experience, enhancing our brand loyalty and positioning us as market leaders. This role is perfect for a visionary leader who thrives on innovating service design strategies, is passionate about enhancing customer experiences, and is eager to lead a team at the intersection of technology and customer satisfaction. If you're motivated by transformative data-driven decisions, champion efficiency, and aspire to elevate customer engagement, we're excited to connect with you. Your day-to-day: CX & Service Design Leadership: Lead 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 stra tegic 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, spearheading initiatives that refine service efficiency and customer satisfaction. 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 Strategy: Work with the communications lead on defining the strategy for post-booking communications, ensuring they contribute positively to the customer experience and align to the service design for every journey.