Digital Customer Experience Specialist

Digital Customer Experience Specialist

Location : Boston, MA (Hybrid - 3x / wk onsite requirement)

Position Summary

The Digital Customer Experience Specialist is the owner of a customer's experience with our trips on site. Responsible for ensuring that our trips and merchandising strategies deliver an intuitive, accurate, and engaging journey for our travelers on site. This role directly supports merchandise and business strategies through product page setup, content optimization, personalization, experimentation, and omni-channel continuity. Success depends on close collaboration with Brand, Creative, Digital Platform, Regional, and Customer Service teams to ensure that digital storytelling, trip content accuracy, and business strategies are executed flawlessly and consistently across channels.

Key Responsibilities

• Launch and optimize placement of trip listings across the site; maintain PDP accuracy (95%+) for itineraries, imagery, pricing, and descriptions.
• Drive usability, accuracy, and product storytelling to support business goals, measured by a lift in time spent on product pages and reduced bounce rates.
• Ensure navigation, search results, and offers remain accurate and consistent, targeting a
• Align site updates with trip and brand plans, including new product launches, cross-sells (extensions, air), and promotions, with measurable lifts in CTR and AOV.
• Optimize cross-channel continuity (email, social, app), with a goal of +10% traffic lift on linked content.
• Manage and close tickets within SLA (95%+ closed on time).
• Partner with Brand, Creative, and Regions to launch new products and campaigns; ensure 100% of launches have engagement optimized digital assets.
• Analyze site metrics, sales data, and customer feedback; deliver regular reports with at least 2 actionable improvements per month implemented.
• Track competitor offerings, content, and digital experience strategies to inform our initiatives and maintain a differentiated traveler experience.
• Recap weekly insights and contribute to monthly / seasonal hindsight reviews; track impact of initiatives, tying changes to measurable KPIs (CSAT, NPS, site conversion).

What Success Looks Like :

Within the first year, the Digital Customer Experience Specialist will master our website, customer digital journey, and trip and campaign merchandising processes while building strong cross-functional partnerships. They will be recognized as the owner of the web merchandising experience, leading cross-functional efforts that promote our trips and campaigns based on measurable results. They'll be measured by their ability to deliver increases to customer web engagement and measurable gains in customer satisfactionall supported by consistent insights reporting and internal team collaboration.

Qualifications

Benefits