Job Details
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Employee Support Excellence Program Leader
Are you looking to join a dynamic team of People professionals that create positive employee experiences? Are you driven by excellence and collaboration? Have you mastered the art of putting the needs of the employee at the center of all decisions and actions and influencing others to do the same? If you are creative with an obsession for user insights and storytelling, come join our team! We are inspired by our passion for travel and technology to ignite a high-performance creative culture!
The Global Employee Support Excellence leader is an incredible opportunity to get underneath each component of employee support to know why it is happening and champion a roadmap of continuous improvements of the support services offered by the People team. This leader will play a crucial role in the employee community to identify and improve the effectiveness and efficiency of employee support, experiment and change, analyze results and tell the story.
What you will do:
- Deep dive into data available and conduct extensive research of employee behaviors and support needs.
- Gather and analyze qualitative and quantitative feedback, usage and market data as well as continuously evaluate support processes for areas to improve efficiency or effectiveness.
- Monitor and analyze support performance metrics, such as traffic, cases, click through and satisfaction.
- Connect into and partner with Leader Excellence program where products span employee and leader personas, for aligned vision, experiences, delivery, messaging and impact.
- Collaborate with talented professionals across multiple disciplines, from design and development to insights and impact.
- Apply deep systems thinking to build a roadmap to guide Employee Support product enhancements and innovations that resonate with segment demands
- Engage with cross functional teams to design and execute experiments
- Build regular business review rhythms across multiple audiences
- Foster a thriving workplace where employees feel valued, engaged, and empowered to contribute to organizational success.
- Collaborate with People Analytics and Experience to interpret complex data sets and derive actionable insights
Who you are:
- Excellent interpersonal skills, look for perspectives, have empathy, and care about each employee
- Ability to influence and build trusting collaboration and relationships.
- Strong analytical skills to interpret data, transform into insights, gather benchmarks and drive impact
- Self-motivated, possess initiative and ability to work both independently and as a team
- Experience influencing and partnering with a variety of stakeholders, and a demonstrated ability to think strategically about key Business and HR initiatives
- Superior ability to communicate complex concepts to broader stakeholders without shared subject expertise.
- Enjoy a supportive and inclusive work environment that values creativity, collaboration, and continuous learning and development
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership.View our full list of benefits.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.