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- Tasks: Lead initiatives to enhance customer service experiences across digital and offline channels.
- Company: Join Holiday Extras, a Sunday Times Best Place to Work 2025, dedicated to making travel memorable.
- Benefits: Enjoy 25 days annual leave, gym discounts, profit share bonuses, and enhanced parental leave.
- Why this job: Be part of a supportive team focused on delivering exceptional customer journeys and personal growth.
- Qualifications: Experience in improving service journeys and using data to drive change is essential.
- Other info: Flexible working options available to support work-life balance.
The predicted salary is between 46000 - 67000 £ per year.
Salary from £53,693 - £67,117 FTE DOE + Benefits + Profit Share Bonus
Hythe, Kent
Applications close Wednesday 16th July 2025
We care deeply about inclusive working practices and diverse teams. If you prefer to work part-time or as a job-share, we will facilitate this wherever we can - whether to help you meet other commitments or to help you strike a great work-life balance.
At Holiday Extras, we are creating a workplace where everyone can thrive, build their careers and reach their limitless potential. As a Sunday Times Best Place to Work 2025, we are proud to offer a world of benefits designed to enhance your lifestyle and well-being. By joining our team, you will feel supported and rewarded every day.
We are looking for a Customer Journey Lead to strengthen and enhance our end-to-end customer service experience connecting our digital and offline touchpoints. You will lead on identifying and prioritising opportunities to enhance our customer experience across both online and offline channels, supporting our strategy of delivering customer service that is Fast, Easy and Personal.
Our team mission is to make Holiday Extras synonymous with service, improving the contact journey for customers and partners while supporting seamless, scalable experiences throughout their trip. This role directly contributes to that goal by owning the service change roadmap and driving smarter, more personalised journeys across channels.
The Role
- Lead and prioritise initiatives across the customer service change roadmap, spotting and solving pain points to reduce effort and elevate experience
- Influence and collaborate across Tech, Product, Commercial, Content and Operations to improve the booking, contact and self-serve journey, delivering change at pace
- Shape communications and design signature touchpoints that support our goal of becoming famous for service
- Use insight and data to propose and champion improvements, bringing clarity and direction to complex challenges
- Own the delivery of cross functional projects, managing stakeholder alignment and outcomes from concept to launch
- Increase the ease of self-service for customers by improving journeys or deploying the right use of AI
- Enhance customer experience that drives repeat custom and loyalty
- Align service change with business growth, efficiency and digital support ambitions
- Join a service-focused, empowered team who support each other to learn, grow and deliver great work
- Interpret data, feedback and behavioural analytics to track and prioritise improvements
- Build your leadership, strategy and delivery skills gaining experience across CX, digital optimisation, commercial delivery and cross team influence
Requirements
- Experience improving digital and service journeys through cross functional collaboration
- A track record of using customer insight to drive meaningful change
- Confidence in using data and storytelling to influence senior stakeholders
- You build trusted relationships and use compelling storytelling and insight to bring others on the journey, from senior stakeholders to operational teams
- Deep understanding of the booking and post-booking lifecycle
- Familiarity with tech development, CRM, digital service platforms and optimisation tools
- The ability to simplify the complex, managing competing priorities and deliver at pace
- A customer centric approach; putting the customer needs at the heart of every decision, advocating for solutions that make their journey smoother, more personal, and consistently better
- An inquisitive & naturally curious approach; continuously asking questions, exploring data, and seeking feedback to uncover opportunities for smarter, more intuitive experiences
- Awareness of how emerging technologies shape customer behaviours and expectations
Everyone's career path is individual and different, so this is just a guide. If your experience doesn't precisely match this, you're encouraged to apply so that we can discover your unique talents!
Benefits
- 25 days annual leave (+BH's), extra holidays through Holiday Buy, Birthday Day Off, and Sabbaticals at each milestone
- Enhanced parental leave - Up to 1 year off, including 13 weeks at 100% pay, 13 weeks at 50% pay
- Access to Gym Discounts, Private Dental Insurance and Private Medical Insurance (after 4 years)
- Enjoy a Profit Share Bonus and a pension scheme with Aviva
- Join our Social Club for 25% off any ticket or event in the UK, Discounts on the latest tech, or give back to your community with our Volunteering Scheme
- Income protection, Critical illness cover and Life assurance
How we hire for this role
We know your time is precious, so we keep our recruitment process as quick and easy as possible. If we believe you might be a match for a job you've applied for, you'll enter our hiring process as follows:
- Initial call with our Recruitment Team
- Interview with a task to understand your thought process and creative thinking
- Meet the Operations Leads Team
Cultivating a diverse and inclusive culture is paramount for us. Recognising we are all different, if for whatever reason you need us to adapt the process, please get in touch via recruitment@holidayextras.com.
Why choose Holiday Extras? We believe that holidays are the most precious time of all, so we create products, tech and services that make travel and holidays memorable and fun. We are on a mission to be the only place to go for your holiday extras, offering unparalleled choice, value and service, turning our customers' ordinary trips into extraordinarily good times.
Customer Journey Lead employer: Holiday Extras
Contact Detail:
Holiday Extras Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Journey Lead
✨Tip Number 1
Familiarise yourself with the customer journey principles that Holiday Extras values. Understanding their focus on making experiences Fast, Easy, and Personal will help you align your insights and suggestions with their mission during discussions.
✨Tip Number 2
Prepare to discuss specific examples of how you've improved customer journeys in previous roles. Highlighting your experience with cross-functional collaboration will demonstrate your ability to work effectively with various teams at Holiday Extras.
✨Tip Number 3
Showcase your data-driven decision-making skills by being ready to explain how you've used customer insights and analytics to drive meaningful changes in service delivery. This will resonate well with their emphasis on using data to enhance customer experiences.
✨Tip Number 4
Research emerging technologies that impact customer behaviour and expectations. Being knowledgeable about these trends will allow you to engage in insightful conversations about how they can be leveraged to improve the customer journey at Holiday Extras.
We think you need these skills to ace Customer Journey Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in improving customer journeys and cross-functional collaboration. Use specific examples that demonstrate your ability to enhance digital and service journeys.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and how your skills align with the role. Mention your understanding of the booking lifecycle and how you can contribute to making Holiday Extras synonymous with service.
Showcase Data-Driven Insights: When discussing your previous roles, emphasise your ability to use data and customer insights to drive meaningful change. Provide examples of how you've influenced stakeholders using storytelling and analytics.
Highlight Leadership Skills: Since this role involves leading initiatives, be sure to highlight any leadership experiences you have. Discuss how you've managed projects from concept to launch and how you foster collaboration across teams.
How to prepare for a job interview at Holiday Extras
✨Understand the Customer Journey
Make sure you have a solid grasp of the customer journey, especially in relation to booking and post-booking experiences. Be prepared to discuss how you can enhance these journeys using your insights and data.
✨Showcase Your Collaborative Skills
Highlight your experience in cross-functional collaboration. Be ready to provide examples of how you've worked with different teams to improve customer service and drive meaningful change.
✨Prepare Data-Driven Insights
Since the role involves using data to influence decisions, come equipped with examples of how you've used data and storytelling to advocate for improvements in customer experience.
✨Demonstrate a Customer-Centric Approach
Emphasise your commitment to putting customers at the heart of every decision. Prepare to discuss specific instances where you've advocated for solutions that improved customer satisfaction and loyalty.
