Customer Excellence & Readiness Lead

Job description

What you will do on your journey with WebBeds. As a Customer Excellence & Readiness Lead, you will drive end-to-end operational excellence across the customer journey, from onboarding and service readiness through to insight, performance accountability and continuous improvement. You will ensure that operational commitments to customers are delivered consistently, that performance is visible and actionable, and that the Voice of Customer is translated into meaningful improvements and service innovation. Operating at the centre of the organisation, you will identify friction points, close delivery gaps and build the frameworks, governance and capabilities needed to deliver a consistent, high-quality experience across all markets and customer segments. You will also ensure operational readiness for new contracts, services and delivery models, validating that people, processes and support structures are fully in place before go live. In this role you will: Key responsibilities Customer insight ownership: lead customer insight and journey domains, including satisfaction and sentiment analysis and online review monitoring, translating feedback into structured improvement actions. Service onboarding and readiness: ensure new contracts, services and delivery models are operationally ready before go live, closing capability and ownership gaps. Cross-functional collaboration: work closely with the OAM function to drive portfolio-wide insight, readiness and improvements, while supporting customer success execution. Governance and alignment: maintain a structured two-way governance cadence with OAM, ensuring customer feedback, action plans and improvement initiatives are aligned. Service development: identify opportunities for new and enhanced services based on customer feedback, market insights and industry trends, and provide structured recommendations to commercial teams. Performance management: own the operational performance dashboard for the Customer Experience and Readiness domain, ensuring visibility of metrics, trends and overall satisfaction. Framework development: define and maintain the Customer Experience and Readiness operating framework, including onboarding standards, readiness checklists and reporting cadence. Feedback management: build and evolve the online customer feedback capability, ensuring external feedback is captured, owned and actioned. Gap resolution: partner with Operations and Commercial teams to close gaps between customer expectations and operational delivery through structured remediation plans. Risk mitigation: collaborate with Loss Management, Prevention and OAM to identify and mitigate risks linked to service-related contract clauses. The skills we would love to see in your suitcase! Proven experience leading customer-facing operational teams across areas such as account management, service readiness or customer success. Experience building and running customer insight programmes such as NPS, CSAT or journey mapping, and translating insights into operational action. Strong understanding of onboarding and readiness processes, including go-live frameworks, gap analysis and cross-functional coordination. Strong stakeholder management skills, with the ability to influence across commercial, operational and technical teams. Data-driven mindset, with experience defining performance frameworks, managing KPIs and using data to support decision-making. Comfortable working within governance-driven environments, with a structured approach to documentation, reporting and escalation. Strong written and verbal communication skills, with the ability to present operational performance to senior stakeholders. Experience managing or coordinating online reputation and customer feedback channels is a plus. Background in travel, hospitality or a similar B2B service environment is preferred. Proactive and structured, with the ability to work independently. Strong attention to detail and quality. Collaborative mindset with the ability to influence without direct authority. Empathy and cultural awareness when working with global teams.