Head of Customer Experience

The job in a nutshell

This person will drive and be responsible for all hotel customer insight and subsequent decision-making to ensure we are truly customer-oriented in the way we work. At the same time, they will be responsible for understanding how we can improve our dialogue with customers via customer services and the social space.

This involves accountability for the customer satisfaction programmes, all customer contacts to and the optimisation of substantial refunds budget across a 600 hotel estate.

You will ensure consistent, high quality delivery of customer contact and customer insight across the team.

Working with the executive team on the Customer Strategy based on customer feedback analysis, you will propose ways in which we can enhance our Customer Journey.

You will lead the development of plans to optimise customer insight for Travelodge and own and manage the resulting projects directed by the Chief Operating Officer.

You will take responsibility for the definition and delivery of the entire operation of the customer insight platform and measures which drive the bonus scheme of the whole operations team.

This person operates at executive level to manage any high risk and high sensitive PR/press cases.

What you’ll be doing
- Accountable for a multi million refunds and cost center budget across c600 hotels
- Leads the Customer Service function of circa 40 employees, ensuring that a suitable pipeline of replacements are always available.
- Responsible for the design and delivery of customer experiences across all interaction types from enquiries through to complaints through leading the operational delivery of all channel activity
- Accountable for the resolution of high risk and high sensitive PR/press cases including CEO contacts
- Accountable for the development, delivery and continue operation of all customer services KPI
- Responsible of the review of process improvements that allow us to increase our effectiveness and quality impression when dealing with customers, and be aware of technological and behaviour changes that require us to adapt our ways of working
- Establishing a culture of continual improvement to support the delivery of continued cost savings, whilst delivering improved customer experience
- Developing a Business Continuity Plan which enables continued, effective service delivery in the event of a major business incident

What we’ll expect from you
- Strategic and structured approach, with ability to operate at both high and low levels of detail
- People leader responsible of customer services and insight through a team of people, and with accountability for delivering continuous improvement and prudent cost control
- Project management of technical and people complex solutions, across different functions in Travelodge and stakeholder groups externally
- Identify the cost benefit for stakeholders of changing the way they work to enhance the Customer Journey
- Lead the decisions on which 3rd Party suppliers to use for provision of Customer Services infrastructure or Pillow Talk feedback, including any additional providers that can help us to better understand what our customers are telling,

At Travelodge, we believe that behaviours are just as important as the activities you carry out. The ones we look for in every colleague are:
I care about people
- I treat everyone in a way I would like to be treated
- I am easy to work with
- I have a can do attitude
- I care about the impact my work has on others

I pay attention to detail
- I do the little things that make a difference to our customers
- I work to brand standards
- I treat Travelodge time, equipment and stock as if it were my own

I drive for results
- I hit targets in my role and work at the right pace
- I take ownership of problems and try to fix them fast
- I look for ways to avoid future problems
- I look for ways to promote Travelodge

What you can expect from us

Culture

At Travelodge, we are warm, straightforward and optimistic. We have a big footprint in the UK, but still a small company feel and you can expect quality and value to be built in to everything we do. You’ll have the support of a close network of colleagues and managers, and every day is different here We want you to bring your personality to work and we love our diversity.

Reward and recognition

It’s not just our customers we want to wake up with a smile on their face. As well as a competitive salary, being part of our hotel support centre means great holiday entitlements, pension contribution deals, being part of our bonus scheme, and a Thanks Card giving generous room and food discounts as well as friends and family rates.

Career and development

We want you to develop further with us at Travelodge and we’ll provide you a development plan to help you reach your goals. You can expect to have a full induction and training relevant to your role. We advertise all our vacancies internally, so you’ll have the opportunity to