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Tripadvisor is seeking a Customer Experience Improvement Lead to design and own an enterprise-grade Closed-Loop Root Cause Intelligence Engine focused on understanding and reducing cancellations across their travel marketplace. This role sits at the intersection of AI analytics, traveler psychology, and revenue optimization.
You will 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.
Key Responsibilities:
1. Business Insights & Strategic Commercial Value
- Translate conversational data and cancellation reasons into actionable business insights and financial impact models for executive leadership
- Quantify the true business cost of each cancellation driver (policy friction, price matching, competitor gains, service failures) to guide capital allocation and resource prioritization
- Identify macro-trends and market shifts in cancellation drivers to inform dynamic pricing and policy strategies
2. 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 categories
- Provide feedback to Service Operations for process optimization and people coaching opportunities
- Maintain a dynamic "Friction-to-Fix" Tracker that quantifies financial and sentiment impact of unresolved root causes
3. Real-Time AI & Traveler-Centric Signal Infrastructure
- Design and deploy AI-driven conversational intelligence models (LLM/NLP) that identify traveler distress, confusion, and intent across voice, chat, messaging, and email
- Build real-time alert systems to catch emerging traveler friction points before they turn into mass cancellation waves
- Integrate generative AI speech-to-text, sentiment scoring, and intent recognition tools into front-line agent platforms
Required Skills & Experience:
- 5+ years in Customer Insights, Voice of Customer (VoC), CX Analytics, or Behavioral Data Science within Travel, Airline, Hospitality, or OTA sectors
- Demonstrated track record implementing Closed-Loop Feedback systems and Root Cause Analysis methodologies (5 Whys, Fishbone, Failure Mode Analysis)
- Hands-on experience with AI tools, NLP, speech analytics (CallMiner, Gong, Medallia, Retell AI, Qualtrics AI, or proprietary LLM pipelines)
- Proficiency in visualization tools (Tableau, PowerBI) and SQL/Python to query conversational and operational databases
- Exceptional ability to translate unstructured customer text/audio into quantifiable business metrics and ROI calculations
- Strategic storytelling and cross-functional influence to convince Product, Commercial, and Finance leaders to prioritize systemic fixes
- Agility to react swiftly during high-stress operational events
- Unwavering commitment to traveler-first mindset and designing solutions that solve customer pain points
