Job Overview
Location
London
Job Type
Full-time
Category
Customer Success
Date Posted
June 19, 2026
Full Job Description
📋 Description
- • As Head of Customer Experience & Journey Design at Loveholidays.com Ltd, you will lead the Post-Booking Customer Experience function, redefining how the company engages with customers after booking to enhance brand loyalty and position the business as a market leader in the travel industry.
- • Your day-to-day responsibilities include leading service design strategy through data-driven decision making, journey mapping, SaaS operations optimization, customer communications strategy, cross-functional collaboration with teams such as Data & Insights, CX Tech/Product, Supply & Commercial, Finance, Workforce Planning, and Customer Operations, and mentoring a team to foster a culture of customer-centricity and innovation.
- • You will join a fast-growing, international team at Loveholidays, a company dedicated to opening the world to everyone by offering unlimited choice, unmatched ease, and unmissable value in package holidays, where your ideas are heard and new thinking shapes how millions book their holidays.
- • In this role, you will accelerate your professional growth by leading transformative CX initiatives, influencing strategic decisions across departments, and shaping the most-loved package holiday experience for millions of customers as the company expands across Europe.
🎯 Requirements
- • Proven experience leading customer journey mapping and process improvement in dynamic, customer-centric environments
- • Strong leadership and team management skills with experience building and guiding multidisciplinary teams to achieve exceptional results
- • Knowledge of CX technology platforms, particularly CRM systems, and how they enhance customer experiences
- • Adept at driving cross-functional collaboration and influencing decision-making across departments including product, commercial, supply, and customer contact operations
- • Strategic and analytical thinking with a data-driven approach to problem-solving and decision-making
- • Outstanding communication skills to articulate complex concepts clearly and persuasively across stakeholder groups
🏖️ Benefits
- • Company pension contributions at 5%
- • Individualised training budget for professional development and skill enhancement
- • Discounted holidays for employees, family, and friends
- • 25 days of annual leave plus 8 public holidays, increasing by 1 day every second year of service up to a maximum of 30 days
- • Enhanced maternity and paternity leave
- • Cycle to work scheme, season ticket loan, and eye care vouchers
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Loveholidays.com Ltd
Loveholidays.com Ltd is a UK-based online travel agency offering package holidays, flights, and accommodation. It operates a digital platform that aggregates and sells travel products from airlines, hotel chains, and tour operators to consumers across Europe. The company focuses on flexible booking options and competitive pricing.
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