You’ll lead Away’s Voice of Customer (VoC) program to aggregate feedback across key customer touchpoints, partnering with Engineering to define functional requirements for existing tooling and new capabilities
You’ll diagnose root-cause drivers of customer delight and dissatisfaction across key touchpoints, delivering data-backed intelligence that guides continuous experience improvements across the organization
You’ll map and optimize key touchpoints across the customer journey, synthesizing insights to recommend high-impact investment opportunities for the business
You’ll build and manage a team to execute customer experience strategies and operational roadmaps in alignment with department goals
You’ll own NPS as the North Star metric, supported by CSAT, LTV, warranty resolution speed, and customer growth - diving into data to identify what drives dissatisfaction and which levers to invest in for satisfaction
You’ll develop data-driven perspectives on key customer experience differentiators, proposing and testing innovative retention programs that elevate brand loyalty
You’ll serve as a strategic partner to internal teams by socializing critical customer insights, helping non-CX functions identify unaddressed customer pain points and co-create effective solutions
You’ll partner with our retail stores and Learning & Development team to further clienteling capabilities, identifying friction points for customers and associates, while reporting on the impact of these initiatives and the one-to-one experience we're building in-store and digitally
You’ll design and evolve key retention initiatives—including Surprise & Delight programs and VIP personalization frameworks—partnering with Brand to establish audience segments, data collection protocols, and commercial targets
Qualification
You’re creative and innovativeYou’re agileExcited to join the teamWe’re travelersWe’re drivenWe’re supportive
Required
You're strategic - you'll help establish and drive our customer experience roadmap, connecting stakeholders across different business units
You’re creative and innovative; you love to build great new things that are fresh and unique while staying on brand
You’re agile, and motivated by a fast-paced and ever changing environment
You’re passionate about transforming travel for all (but that’s a given!)
Excited to join the team, but not sure you meet all of the qualifications? Please apply, we’d still love to hear from you.
We’re travelers. Travel is about the journey - the transformative experiences and the growth each trip offers. All employees are encouraged to take time to get away through our variety of time away from work offerings.
We’re driven. The work we do matters and collectively drives impact. No matter the job title, everyone at Away is a meaningful contributor in unlocking our ever growing potential.
We’re supportive. We value the entirety of your life's journey, not just the milestones. You'll find an environment that celebrates balance, understanding that your personal passions and commitments outside of work, are threads of the same fabric that makes you unique.
