About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

About Agoda

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team.

Agoda’s Customer Experience Group (“CEG”) provides operational support to our customers and partners across the globe. CEG is one of the biggest teams in Agoda, consisting of customer support specialists covering 38 languages, project managers, analysts, and L&D specialists. The Customer Experience (“CX”) Project Management team is part of CEG and focuses on end-to-end CX process improvement projects. We do this through research on customer journeys, analyzing data, and executing projects that are focused on improving customer centric metrics. We operate in a very data-driven environment, eager to move quickly and learn through experimentation.

We collaborate with multiple teams and stakeholders such as Analytics, Operations, Product, and People teams to identify, prioritize, and deliver initiatives that improve Customer Experience. Our team is comprised of project managers from diverse backgrounds across process improvement, analytics, management consulting, customer service, and operations.

Job Summary:

We are seeking a highly motivated and experienced Customer Experience Project Associate / Associate Project Manager with a strong focus on data analytics to oversee the development and implementation of our customer experience strategy. The successful candidate will be responsible for managing projects with cross-functional teams, identifying and prioritizing opportunities for CX improvement and ensuring stakeholder alignment. We believe that using data is essential in making decisions and measuring the success of our customer experience initiatives. Therefore, we are looking for a candidate who is comfortable working with data and using it to inform their decision-making.

Key responsibilities:

• Take ownership of CX projects impacting areas of business with global reach to improve Agoda’s customer experience.
• Collaborate with stakeholders across the organization to ensure alignment and buy-in for customer experience initiatives using data analytics
• Develop and implement customer experience strategies and frameworks to align with business objectives and key customer metrics including customer satisfaction, customer effort while maintain operational efficiency.
• Identify areas of improvements by mapping end to end customer journeys and develop data-driven solutions to address them. Monitor and analyze customer feedback and data to identify trends and opportunities for improvement.
• Build and manage project timelines and resources to ensure successful delivery of customer experience projects.
• Effectively communicate project updates and results to stakeholders through compelling data-driven storytelling, ensuring clarity and conciseness.
• Positively contribute to our team’s culture: continuous improvement, deliver better together, and enable others’ success. 

What we are looking for:

• Minimum 2 years’ work experience, ideally in one of the following areas: customer experience, process improvement, strategy, analytics, customer research, customer service, management consulting.
• Strong analytical skills to build business cases, identify opportunities, and translate them into actionable plans, and visualize and communicate actionable recommendations to business leaders.
• Strong project management skills, including the ability to take ownership of projects, manage multiple projects simultaneously, and manage stakeholders effectively.
• Experience in developing and implementing successful customer experience strategies through data analysis.
• A customer centric approach to problem solving while maintaining positive business metrics.
• A growth mindset and positive attitude: pro-active, hands-on, switched-on, detail-oriented, strong sense of ownership, data driven, experimentation oriented.
• Comfortable working with uncertainty and experimentation in a high-velocity, dynamic, multicultural environment.
• Strong communication and presentation skills (English).
• Professional experience in Microsoft Office tools (e.g., Excel, Word, and PowerPoint).
• Experience in data analytics tools and techniques (e.g. SQL, Tableau), including data visualization and reporting is an advantage.

What we offer:

• Competitive compensation package (relocation support and visa support provided for successful overseas candidates).
• Exciting, high impact career opportunity with a major global OTA including moves between teams and global locations. You will be interacting with departmental senior leadership team regularly.
• Dynamic and multinational Tech environment with colleagues of diverse educational and professional background.
• Continuous learning and development opportunities through corporate learning programs.
• Modern office space and convenient location at the heart of Bangkok Metropolitan, Hub of Asia.

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.