Overseas Adventure Travel
Digital Customer Experience Specialist
Overseas Adventure Travel, Boston, Massachusetts, us, 02298
Digital Customer Experience Specialist
Hybrid – Boston‑MA
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.
Healthcare Benefits - Medical, Dental, Vision, and Flex Spending Accounts
Generous Paid Time Off (PTO)
11 - Paid Company Holidays
Company-paid life insurance
401K Retirement Savings account
Casual dress code every day
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).
Qualifications
Bachelor’s degree or equivalent experience in Communications, Marketing, Business, or related field.
2+ years of experience in digital customer experience, website management, or merchandising—preferably within travel, hospitality, or e-commerce.
Demonstrated success managing product detail pages, catalog merchandising, and site accuracy.
Strong cross-functional collaboration skills, with experience working alongside marketing, creative, product, and IT teams.
Analytical mindset with experience using sales data, site metrics, and customer feedback to drive decisions.
Excellent communication skills (written and verbal) and a customer-first mindset.
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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.
Healthcare Benefits - Medical, Dental, Vision, and Flex Spending Accounts
Generous Paid Time Off (PTO)
11 - Paid Company Holidays
Company-paid life insurance
401K Retirement Savings account
Casual dress code every day
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).
Qualifications
Bachelor’s degree or equivalent experience in Communications, Marketing, Business, or related field.
2+ years of experience in digital customer experience, website management, or merchandising—preferably within travel, hospitality, or e-commerce.
Demonstrated success managing product detail pages, catalog merchandising, and site accuracy.
Strong cross-functional collaboration skills, with experience working alongside marketing, creative, product, and IT teams.
Analytical mindset with experience using sales data, site metrics, and customer feedback to drive decisions.
Excellent communication skills (written and verbal) and a customer-first mindset.
#J-18808-Ljbffr