Who we are ¡Hola We’re On the Beach. With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, we’re challenging existing players and redefining how customers book, manage and experience their holidays. And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s only really just begun… We're on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans. We're a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we've not lost our entrepreneurial spirit. It's in our DNA. You'll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community. What you'll be doing We have a fantastic opportunity for a Post-Travel Customer Journey Lead to join our fabulous Customer Experience Team here at On the Beach As part of the newly formed Customer Experience Team, the Post-Travel Continuous Improvement Lead will play a pivotal role in enhancing the customer & colleague journeys for this area, from the moment the bags are packed and they are setting off to the airport to landing back home, as much as we all plan the perfect holiday or city break, every now and then things can go a bit of track, it is essential we are there every step of the way ensuring we deliver a best in class customer experience. The Salary for this role is up to £29,000 Key Responsibilities: Analysing customer and colleague data to identify pain points, opportunities for improvement or efficiencies drivers, improving the pre-travel customer experience and optimising operational workflows. You will collaborate with key stakeholders and across multiple teams and levels, for delivery of all new initiatives in your area. Driving customer satisfaction and first-time resolution in the pre-travel customer interactions teams. You will understand the end-to-end customer journey for all customer touch points in your area Managing reporting and analytics for your area, sharing insights with the leadership team. Liaising with our Tech and Product leads to land initiatives Skills you will bring to the beach You’ll have excellent communication and stakeholder management skills You’ll have strong analytical skills with experience in structuring, analysing and interpreting data to track performance and draw insights. You’ll have experience working with customer / omni channel platforms. You’re confident leading projects and launching end-to-end, from idea to execution. You’ll demonstrate strong problem-solving skills, results-oriented mindset and are data literate. You enjoy staying on top of industry latest developments, including AI opportunities. You’re experienced in working within a fast-paced, dynamic environment. What to expect from our interview process We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist. Ways of working We have a Hybrid way of working here at On the Beach 2 days a week in our Aeroworks HQ in Manchester (10 minute walk from Piccadilly station) and 3 days a week working from home. Our benefits We might be biassed but we think our colleagues are pretty great. They're the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That's why we offer a competitive benefits package, known as our Beach Perks, to all On the Beach colleagues. These include: Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you're away on your On the Beach package holiday 25 days holiday plus your birthday off Flexible working hours and hybrid working Access to Learnerbly learning platform, plus workshops, courses and professional qualifications Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support Employee Assistance Programme and free access to counselling Simplyhealth Optimise Health Plan Company Sick Pay scheme Regular wellbeing events Gym discount Death in Service cover Onsite subsidised coffee shop The Sandbox (our very own bar) Food and drink discounts across a number of venues in Manchester City Centre Regular social events Cycle to Work scheme