Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the development of world-class partner servicing across EMEA and APAC.
- Company: Expedia Group powers global travel with cutting-edge tech and a vibrant community.
- Benefits: Enjoy travel perks, flexible work options, generous time-off, and career development resources.
- Why this job: Shape the future of travel in a diverse, inclusive culture where everyone belongs.
- Qualifications: Strategic leadership, operational excellence, and people management experience required.
- Other info: Recognised as a Best Place to Work by Glassdoor in 2024.
The predicted salary is between 43200 - 72000 £ per year.
Director, PLS Customer Experience EMEA & APAC
Join to apply for the Director, PLS Customer Experience EMEA & APAC role at Expedia Group
Director, PLS Customer Experience EMEA & APAC
Join to apply for the Director, PLS Customer Experience EMEA & APAC role at Expedia Group
Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.
Why Join Us?
To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.
We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees\’ passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
As Director, PLS Customer Experience for EMEA and APAC, you will lead the development and delivery of world-class partner servicing across EMEA and APAC, two of our most dynamic and high growth regions. This role combines strategic leadership, operational excellence, stakeholder management and people management to ensure our servicing capabilities support scalable growth, elevate partner experience, and deliver on contractual and commercial commitments.
You will represent TPSP Servicing on the regional PLS commercial leadership teams in APAC and EMEA, working closely with global cross-functional partners in sales, product, operations, and technology. Leading high-performing regional teams and influencing across global teams and vendor networks, you’ll ensure the servicing model is resilient, scalable, cost-effective, and tightly aligned with both regional needs and global strategy. This role is pivotal in shaping how we support partners at scale – combining operational rigor with partner-centric innovation to enable sustainable growth in two of our most high profile regions.
In this role, you will focus on;
Strategic Servicing Leadership
- Define and evolve the servicing strategy for both A2A and CDS operations, supporting RAPID API and TAAP demand partners across EMEA and APAC.
- Deliver against key financial targets including cost per call, cost per transaction, contact propensity, service levels, and partner satisfaction.
- Develop segmented partner servicing frameworks tailored to key RAPID partners by region, ensuring differentiated and value-aligned experiences.
- Gain and apply competitive and industry insights to ensure our servicing model remains best-in-class, scalable, and regionally competitive.
Data-Driven Operational Excellence
- Use data to identify and deploy optimal servicing channels for both traveler and agency needs across partner types.
- Establish and lead reporting frameworks and business review cadences that provide visibility into performance, trends, and strategic risks.
- Drive insight-based narrative development to help internal stakeholders and partners understand performance against key KPIs and servicing benchmarks.
- Define and communicate remedial action plans to address underperformance relative to contractual obligations and agreed targets.
- Prioritize and escalate platform bugs based on operational impact and key metrics, in partnership with product and engineering teams.
Cross-Functional & Regional Enablement
- Collaborate with Retail Ops and Vendor Management to ensure optimal staffing, quality controls, and performance management across servicing operations.
- Ensure vendor servicing footprint is scalable and competitive, with language and channel coverage that meets regional partner expectations.
- Drive enhancements in escalation management and intent recognition, improving issue resolution quality and experience across languages and lines of business.
- Support regional PLS commercial teams in partner-facing engagements (including RFPs and business development forums), ensuring servicing capabilities are well-represented.
- Partner on strategic planning with regional PLS teams to align servicing goals with broader commercial and operational priorities, offering consultative guidance on implementation.
Program Delivery & Continuous Improvement
- Lead the delivery of complex, cross-functional programs, ensuring outcomes are met across regional stakeholders and global dependencies.
- Implement governance, risk management, and execution frameworks to ensure delivery discipline and long-term servicing reliability.
- Champion continuous improvement initiatives, using data and stakeholder feedback to improve servicing performance, partner experience, and cost efficiency.
- Align regional and global teams around strategic servicing goals, acting as a key integrator and unifier across functions and time zones.
People Leadership
- Lead and develop a cross-regional team, supporting their growth, engagement, and alignment to business outcomes.
- Provide coaching and guidance to team members, fostering a high-performance culture rooted in accountability, transparency, and development.
- Create a collaborative, inclusive environment where team members feel empowered to innovate and solve complex servicing challenges.
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.
Expedia Group\’s family of brands includes: Brand Expedia, Hotels.com, Expedia Partner Solutions, Vrbo, trivago, Orbitz, Travelocity, Hotwire, Wotif, ebookers, CheapTickets, Expedia Group Media Solutions, Expedia Local Expert, CarRentals.com, and Expedia Cruises. 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
Seniority level
-
Seniority level
Director
Employment type
-
Employment type
Full-time
Job function
-
Job function
Other
-
Industries
Software Development
Referrals increase your chances of interviewing at Expedia Group by 2x
Get notified about new Director Customer Experience jobs in London, England, United Kingdom .
Deputy Director Customer Service Delivery
London, England, United Kingdom 2 months ago
Director Digital and Omnichannel Engagement (EMEA)
London, England, United Kingdom 1 week ago
Director, Customer Experience & Learning and Development
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 3 weeks ago
Client Success Senior Director (12 Month FTC)
London, England, United Kingdom 3 weeks ago
Director Customer Relationship Management
Greater London, England, United Kingdom 1 day ago
London, England, United Kingdom 6 days ago
London, England, United Kingdom 1 week ago
Greater London, England, United Kingdom 6 days ago
London, England, United Kingdom 1 week ago
Regional Director of Customer Experience
London, England, United Kingdom 5 days ago
Director, Customer Support Services (EMEA)
London, England, United Kingdom 1 week ago
Director of Operations & Strategic Initiatives
London, England, United Kingdom 4 days ago
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 week ago
Leatherhead, England, United Kingdom 1 month ago
Training & Quality Manager (Customer Experience)
London, England, United Kingdom 6 days ago
London, England, United Kingdom 3 weeks ago
Primary Care Centres Operational Team Lead
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 1 month ago
Deputy Director of Customer Service Delivery
London, England, United Kingdom 3 weeks ago
Director of Marketing and Communications, UK
London, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 week ago
Greater London, England, United Kingdom 5 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Director, PLS Customer Experience EMEA & APAC employer: Expedia Group
Contact Detail:
Expedia Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, PLS Customer Experience EMEA & APAC
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience, particularly in the travel industry. Understanding how companies like Expedia Group are innovating in this space will help you speak confidently about your vision for enhancing partner servicing.
✨Tip Number 2
Network with professionals in the travel and customer experience sectors. Attend industry events or webinars to connect with key players and gain insights that could be beneficial during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've led cross-functional teams in previous roles. Highlight your ability to drive operational excellence and improve partner satisfaction, as these are crucial for the Director role.
✨Tip Number 4
Research Expedia Group's values and culture thoroughly. Be ready to articulate how your leadership style aligns with their commitment to inclusivity and collaboration, which is essential for a role that involves managing diverse teams across regions.
We think you need these skills to ace Director, PLS Customer Experience EMEA & APAC
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience management, strategic leadership, and operational excellence. Use specific examples that demonstrate your ability to lead teams and drive results in a similar role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the travel industry and how your values align with those of Expedia Group. Highlight your strategic vision for enhancing partner servicing and your experience in managing cross-functional teams.
Showcase Data-Driven Achievements: Include quantifiable achievements in your application that showcase your ability to use data to drive operational excellence. Mention specific KPIs you have improved in previous roles, such as cost per transaction or partner satisfaction scores.
Research and Reflect: Familiarise yourself with Expedia Group's mission and values. Reflect on how your leadership style and experiences can contribute to their goals, particularly in shaping the future of travel and enhancing customer experiences across EMEA and APAC.
How to prepare for a job interview at Expedia Group
✨Understand the Company Culture
Before your interview, take some time to research Expedia Group's values and culture. They emphasise an open environment where differences are celebrated. Be prepared to discuss how your personal values align with theirs and how you can contribute to their inclusive culture.
✨Showcase Your Strategic Leadership Skills
As a Director, you'll need to demonstrate your ability to lead strategically. Prepare examples of how you've successfully defined and evolved servicing strategies in previous roles. Highlight your experience in managing cross-functional teams and driving operational excellence.
✨Be Data-Driven
Expedia Group values data-driven decision-making. Come equipped with examples of how you've used data to improve customer experiences or operational efficiency. Be ready to discuss specific metrics you've tracked and how they influenced your decisions.
✨Prepare for Cross-Functional Collaboration
This role requires collaboration across various teams. Think of instances where you've worked with different departments to achieve a common goal. Be ready to explain how you navigated challenges and ensured alignment among diverse stakeholders.
