Senior Partner Improvement Analyst in London

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business. Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy.

Our five Behaviors - Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together - help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

This is an opportunity to join one of the largest teams within Expedia Group, the Traveler & Partner Services Platform (TPSP). TPSP unites global support for Expedia Group’s travelers and supply partners across all EG brands and strategic partnerships. Within TPSP, you will join the Partner Improvement Team. We make things better for Lodging Operations (Vrbo, Hotel Partner) by uncovering opportunities to make operations better, faster, and more cost-effective. We own our own initiatives and work closely with and support other functions to increase the success of TPSP. We ensure agents have what they need to support the customer and improve overall operational metrics.

As a Senior Partner Improvement Analyst you'll be responsible for simplifying related processes through root cause analysis, positively impacting agent and customer experience in measurable terms. In this role, you will:

• Execute process transformation - including discovery, current state analysis, future state design and scalability
• Analyze current processes to identify inefficiencies and areas for improvement
• Gather insights to continuously improve the business
• Apply comprehensive knowledge of operations and processes to create process flows and steps that agents can adhere
• Provide SME and insights and be able to effectively participate in cross team, cross EG meetings
• Identify key metrics for tracking process performance of initiatives
• Assist in change management strategies for successful adoption of new processes
• Communicate changes effectively to stakeholders, addressing concerns and managing resistance
• Monitor process performance to ensure objectives are met and adjust as needed to achieve desired outcomes
• Create compelling visual stories suitable for executive audiences across TPSP
• Work collaboratively with diverse teams across EG

Qualifications:

• 2+ years of Operational management experience in a dynamic and complex customer care environment
• Experience and proven success in developing and meeting/exceeding KPIs
• Ability to map cross functional and detailed complex processes
• Proven experience in solving complex problems in business processes; able to think about objectives from multiple perspectives and consider non-conventional ideas and approaches for achieving objectives
• High energy and a positive outlook with the passion to make things better at every opportunity
• Outstanding verbal/written communication, collaboration, negotiation, and influencing skills
• Proven ability to work autonomously in high pressure/demanding team
• Comfort with ambiguous, constantly evolving situations
• Self-starter with a high degree of motivation to go above and beyond the task at hand
• Ability and willingness to travel, as required

Benefits and perks:

Expedia Group offers benefits and perks designed to support employees and their families, including medical, dental, and vision coverage, paid time off, an Employee Assistance Program, wellness and travel reimbursement, travel discounts, and International Airlines Travel Agent Network (IATAN) membership.

Accommodation requests:

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request.

Equal Opportunity:

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.