Customer Experience Improvement Lead (AI/NLP)

Location: London, United Kingdom; 1 day per week in the London office

Company

hirify.global is part of Tripadvisor Group, a travel technology business connecting travelers and partners through content, guidance, and marketplaces for experiences, accommodations, restaurants, and other travel categories.

What you will do

• Design and own an enterprise-grade closed-loop root cause intelligence engine for traveler cancellations and service friction.
• Translate conversational data and cancellation reasons into executive insights, financial impact models, revenue protection strategies, and product recommendations.
• Establish a root cause analysis framework covering product, policy, process, partner, and people-related issues.
• Build friction-to-fix tracking that measures financial and sentiment impact and assigns accountability for operational resolutions.
• Deploy AI-driven conversational intelligence across voice, chat, messaging, and email, including speech-to-text, sentiment scoring, and intent recognition.
• Create real-time alerts for emerging friction such as policy ambiguity, outages, and travel disruptions, and integrate insights into agent platforms.

Requirements

• 5+ years of experience in Customer Insights, Voice of Customer, CX Analytics, or Behavioral Data Science within travel, airline, hospitality, or OTA environments.
• Experience implementing closed-loop feedback systems and root cause methodologies such as 5 Whys, Fishbone, and Failure Mode Analysis.
• Hands-on expertise with AI, NLP, speech analytics, LLM pipelines, or related conversational intelligence tools.
• Proficiency with Tableau or Power BI and SQL or Python for conversational and operational data analysis.
• Strong business and financial acumen, including ROI analysis, business cases, and executive storytelling.
• Proven ability to influence Product, Commercial, Finance, and Service Operations stakeholders during high-stress operational events.

Culture & Benefits

• Remote-friendly collaboration with flexibility to work on-site as often as required by the team.
• Flexible scheduling and an emphasis on work-life balance, trust, and accountability.
• Base salary and annual bonus compensation package.
• Health benefits, employee assistance programs, donation matching, tuition assistance, lifestyle benefits, and travel discounts.
• Traveler-first, data-driven, agile, inclusive, and collaborative working culture.