Customer Experience Lead

Lead the Guest Experience team to ensure frictionless booking, app and check‑in experiences while improving guest happiness and retention. Develop policies and support programs to create a cohesive service model across guest touchpoints.

Responsibilities :

• Oversee the guest booking journey to ensure a seamless reservation and check‑in process.
• Drive improvements to the guest app experience in partnership with product teams.
• Lead development and implementation of guest policies, ensuring they are fair and transparent.
• Implement a Voice of Customer program to collect and respond to guest feedback.
• Conduct journey mapping to identify friction points across guest touchpoints and develop solutions.
• Collaborate with the Host Experience Manager on a balanced policy review to align host and guest needs.
• Manage guest support and long‑term stay programs, ensuring timely resolution of issues.
• Monitor guest happiness metrics and report on progress toward the 2026 target.

Requirements

• Bachelor’s degree in Business, Hospitality or a related discipline.
• 5+ years’ experience managing customer experience or service operations.
• Experience leading digital product or app enhancements.
• Proven success in journey mapping and service design.
• Strong analytical and project management skills.