Senior Manager - Customer Experience

It's fun to work in a company where people truly BELIEVE in what they're doing!

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Job Description

Let’s join us in shaping how our users explore and find the best travel experience in our app, from Southeast Asia to the world! You will be the single threaded leader to strategize, drive, and execute initiatives that optimize Customer Experience in Traveloka, the leading online travel agency in Southeast Asia. This is a high visibility role where the defined strategy will help shape the company path to be the leading travel platform with great Customer Experience as the core offering.

• In your day-to-day activities, you will collaborate with cross-functional team, ranging from Flight, accommodation product groups, Customer Service ops and Customer Care Product to ensure making Traveloka users journey to be as effortless as possible, pre- and post-purchase

• Translate complex customer problems (multi products multi geography with focus in APAC) into opportunities where Traveloka could be one level above the other players and become a platform which could add value to overall customer travel journeys, from using ground transport to go the airport, flying to their favorite destinations, staying and relaxing at a dreamy hotels and going back to their day-to-day lives recharged and refreshed.

• With Net-Promoter-Score and Customer-Effort-Score as your guide, you will validate if the current strategy implementation is in the right direction and present to the Traveloka senior management with the data-driven recommendation on how to be back on track. There is no playbook for what Traveloka has been doing now, so innovation and creativity are a must.

• Benchmark and analyze the best players in the market to learn their best practices that make customers tick, identify the gap in the current Traveloka offering and ensure they are prioritized, implemented and measured to ensure Traveloka continues to be the choice platform for customers to relish their travel experience.

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Requirements

• At least a 2-3 years of experience at top tier strategy or management consulting firms with industry exposure or  5-7 years of experience in the multinational technology companies, multinational banks, or a credible and strong track record in building or growing a product with Customer Experience at the core

• At least a Bachelor's degree in Computer Science, Engineering, Business, Finance, Design, or other technical fields from top local or overseas universities with strong academic results, An MBA is a plus

• Excellent analytical and problem-solving skills with proven ability to identify root causes from multifaceted problems and be able to recommend solutions to stakeholders and the senior management

• Team player with solid communication and stakeholder management skills to drive various growth projects 

• Strong project management skills, with the ability to manage multiple initiatives simultaneously and deliver results within deadlines

• Customer-obsessed mentality to be always on the lookout of how to optimize customer experience in the app either by benchmarking with the best players, listening to customers’ pain points or from personal, offline experience

• Travel enthusiast. You should be able to try out and be proud of what your strategy has helped countless customers to really enjoy their travel experience with Traveloka.

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If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!