Global Service Integration Owner

Booking

The New Product & Service Integration team in Global Customer Services supports ambitious growth through the development and implementation of new CS support models for new Booking.com products, services, customer interaction channels and customer segments.

The Global Service Integration Owner is part of the New Product & Service Integration team in CS Strategic Programs and acts as a dedicated first point of contact (from CS Global Support - supported by Global Service Integration Manager) for one or more New Business Development (NBD) teams driving the design and implementation of (most) suitable customer support models, where needed in collaboration with external (CS) partners. As such the Global Service Integration Owner:

1. Enables rapid product improvement and validation, by setting up an initial CS support model (ticketing system, allocation of CS agent resources/skills and feedback loop for actionable customer experience insights) that accelerates learnings on both the NBD and CS side;
2. Drives prioritisation and efficient investment of resources from all CS Global Support teams in the various phases of integration by successfully providing cross-departmental project management and gatekeeping under the guidance of the Global Service Integration Manager;
3. Contributes to driving ambitious business growth, by fully integrating the customer service on the new product in our global CS environment in a scalable way allowing new products to timely and gradually scale.
   
   

B.Responsible

Guide new products in developments through our service integration process with the end-goal of realizing BAU for the new service:

• Perform full intake of the new business initiative and design initial support set-up for experimentation [Intake phase]
• Support end-to-end testing of the new product before go-live [Testing phase]
• Set-up initial support set-up (tooling, agents, feedback loop) and drive prioritisation of product improvements [Learning Phase]
• Based on sales forecasts, planning the start, determining support set-up and getting the resources approved for first Incubation of the service in CS Operations [Incubation phase]
• Drive cross-departmental efforts to generate final and detailed service blueprint ready for integration into CS Operations [Full integration/BAU phase]

B.Skilled

• Extensive knowledge of CS processes, capabilities and way of working
• Knowledge of and experience with functional areas within Customer Services (Workforce management, Training & Quality, Operational Excellence)
• Ability to support change across teams in different business areas
• Customer journey mapping, service design and process design skills
• Have 3 years of experiences in cross-functional project management
• Medior stakeholder management skills
  
  

Please apply with a CV and Cover Letter on one document that demonstrated the skillset required for the role addressed to Mitchell Baas.