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- Tasks: Lead process automation to enhance customer support experiences and streamline operations.
- Company: Join Tripadvisor, a global leader in travel experiences and technology.
- Benefits: Enjoy competitive pay, flexible work options, tuition assistance, and travel perks.
- Why this job: Make a real impact on customer journeys while working with innovative AI solutions.
- Qualifications: 5+ years in process automation and customer service, with strong data-driven skills.
- Other info: Hybrid role with opportunities for career growth and a supportive team culture.
The predicted salary is between 48000 - 72000 ÂŁ per year.
About Tripadvisor
The Tripadvisor Group connects people to experiences worth sharing, and aims to be the world’s most trusted source for travel and experiences. We leverage our brands, technology, and capabilities to connect our global audience with partners through rich content, travel guidance, and two-sided marketplaces for experiences, accommodations, restaurants, and other travel categories. The subsidiaries of Tripadvisor, Inc. (Nasdaq: TRIP), include a portfolio of travel brands and businesses, including Tripadvisor, Viator, and TheFork.
Who are we looking for?
We are seeking a forward-thinking Process Automation Lead to design, drive and implement a frictionless experience and ensure effortless, scalable support is available for all our customers to ensure a 10 out of 10 experience. This role focuses on the customer support journey from Self-Service, through AI-Assist and then Human-Assist ensuring it is an effortless support journey. The role focuses on enablement design, ideal for an experienced lead with strong business process optimization experience, and ability to translate complex AI opportunities into a service-solution.
Key Responsibilities:
- Process optimization: Leverage customer insights and data analytics to identify process gaps in automation and Human-Assist, to simplify service solution and speed to resolution for our customers.
- Process Mapping: Discovery mapping sessions leveraging Six Sigma methodologies to identify pain points and high friction to resolution for our customers.
- Close-Loop Resolution: Identify root-cause product or process blockers causing customer friction with measured impact, work between Product & Engineering on milestone sprint for actionable improvements.
- Workflow Automation: Re-engineer workflows to simplify and automate routine tasks, improving speed and resolution accuracy.
- Human-Assist Tooling: Partner with internal product and engineering teams to define Human-Assist tooling requirements and integration into our single CRM platform.
- Operational Cost: Identify high impact opportunities that reduce Human-Assist that enhance the service resolution for a customer, ensuring reducing friction / barriers.
- Project-Management: Oversee end-to-end implementation, ensuring solutions are scalable, measurable and aligned with the service-solution strategy.
Minimum Qualifications & Experience:
- Automation & Process subject matter expert with 5+ years experience in customer contact-centre operations.
- Proven track record in process improvement and optimisation and automation aligned with Six Sigma Methodology.
- Strong working knowledge and understanding of AI and automation concepts: chatbots, workflow tooling and predictive analysis.
- Proven ability to design and execute process optimization.
- Comfortable working with technical teams and external vendors to translate CS business needs into delivery.
- Close-Loop resolution for product or process blockers causing customer friction with measured impact.
- Customer obsessed mindset, advocating for simplicity and putting yourself in the shoes of the customer.
Skills you should bring to the role:
- Communication: Strong influencing skills with ability to articulate issues to internal stakeholders (required).
- Strategic thinker: With strong influence skills and ability to leverage data (required).
- Data Driven: Leverage data to identify improvement opportunities, A/B test mindset (required).
- Industry: Experience in a similar role within the Travel Industry (Preferred).
- Demonstrated ability to use AI tools to improve efficiency, quality, and decision-making in day-to-day work.
- Proven ability to operate effectively with a global-first mindset.
Job Location: Hybrid. This role is a hybrid position that requires 2-3 days per week in our London or Oxford office.
What We Offer:
- Competitive compensation packages, including base salary and annual bonuses.
- “Work your way” with flexibility to suit your lifestyle.
- Flexible schedule. Work-life balance is ingrained in our culture by design.
- Donation matching. Give back? Give more! We match qualifying charitable donations annually.
- Tuition assistance. Receive annual support for qualified programs.
- Lifestyle benefit. An annual benefit to spend on yourself.
- Travel perks. We provide discounts and more.
- Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
- Health benefits. We offer great coverage and competitive premiums.
Our Cultural Pillars:
- Traveler first: We exist to create value for our customer, the traveler.
- Execution is our edge: We act fast, experiment, learn from failure, iterate, and improve the solutions of tomorrow.
- We succeed together: The best outcomes are driven by empathic, humble, and diverse subject matter experts working toward shared goals.
We strive to create an accessible and inclusive experience for all candidates. If you need a reasonable accommodation during the application or the recruiting process, please make sure to reach out to your individual recruiter or our team at AccessibleRecruiting@tripadvisor.com.
If you have any additional questions about careers at Tripadvisor you can email us at recruitment@tripadvisor.com.
Process Automation Lead | Viator (Hiring Immediately) in London employer: Tripadvisor
Contact Detail:
Tripadvisor Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Process Automation Lead | Viator (Hiring Immediately) in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those at Tripadvisor or similar companies. A friendly chat can open doors and give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for interviews by practising common questions related to process automation and customer experience. We recommend using the STAR method to structure your answers – it helps you showcase your skills effectively!
✨Tip Number 3
Showcase your passion for travel and customer service during interviews. Share personal experiences that highlight your understanding of what makes a great customer journey – it’ll resonate with the team at Tripadvisor!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace Process Automation Lead | Viator (Hiring Immediately) in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Process Automation Lead role. Highlight your experience in process optimisation and automation, and don’t forget to mention any relevant Six Sigma methodologies you've used!
Showcase Your Data Skills: Since this role is all about leveraging data, be sure to include examples of how you've used data analytics to identify process gaps or improve customer experiences. We love a data-driven mindset!
Be Customer Obsessed: Demonstrate your customer-centric approach in your application. Share specific instances where you’ve put yourself in the customer's shoes to enhance their experience. This will resonate well with our values!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, it shows you’re keen on joining our team at Tripadvisor!
How to prepare for a job interview at Tripadvisor
✨Know Your Stuff
Before the interview, dive deep into the role of Process Automation Lead. Familiarise yourself with key concepts like Six Sigma methodologies and AI tools. Being able to discuss these topics confidently will show that you're not just a candidate, but a knowledgeable expert.
✨Showcase Your Problem-Solving Skills
Prepare specific examples from your past experiences where you've successfully identified process gaps and implemented solutions. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your impact.
✨Emphasise Customer-Centric Thinking
Since this role is all about enhancing the customer experience, be ready to discuss how you put customers first in your previous roles. Share stories that highlight your customer obsession and how you’ve simplified processes to improve their journey.
✨Ask Insightful Questions
At the end of the interview, don’t shy away from asking questions. Inquire about the current challenges the team faces in process automation or how they measure success in customer support. This shows your genuine interest in the role and helps you gauge if it's the right fit for you.