Customer Lifecycle Manager

Company Intro

Booking Holdings (NASDAQ: BKNG) is the world's leading provider of online travel and related services, provided to consumers and local partners in more than 220 countries and territories through five primary consumer-facing brands: Booking.com, Priceline, Agoda, KAYAK and OpenTable. The mission of Booking Holdings is to make it easier for everyone to experience the world. For more information, visit BookingHoldings.com and follow us on X (formerly known as Twitter) @BookingHoldings.

Booking Holdings Financial Services (hereinafter “BHFS”) provides financial services in the form of payment services and e-money products across all the brands. BHFS is committed to conducting its business in compliance with applicable laws, regulations and guidelines, with integrity and to the highest ethical standards

Job Summary

The Customer Lifecycle Manager role is required to support the ongoing development, implementation and oversight of the BHFS customer lifecycle and payment product.

Accountable for leading the development, enhancement and ongoing management of new and existing customer-facing BHFS financial products including (where relevant) pricing, design, market position, customer journeys and

new opportunities / initiatives, in line with regulatory obligations. Works closely with senior leadership and external stakeholders to define, develop and deliver the product strategy from a BHFS perspective.

The role reports to the BHFSI Director of Operations. The role exists to support the end to end customer lifecycle, oversight and monitoring of outsourced processes and functions for Booking Holdings Financial Services, to ensure:

● Compliance to the Consumer Protection Code, Consumer Duty Principle and Payment Services Regulations

● The stability and resilience of payment services to Booking Holdings Group customers

● The voice of the customer is tracked, monitored and enhancements identified to promote positive customer experiences and outcomes

● That operations conform to effective and efficient business practices.

The job holder will work in partnership with the BHFS UK Operations team to ensure a consistent approach to customer lifecycle management and the efficient and effective management of shared service providers of the BHFS Group.

Key Responsibilities

• Ownership of the customer related regulatory requirements lifecycle

• Ownership of all BHFS partner facing comms and other customer facing materials (eg. FAQs, Partner Help articles, Partner Statements) to ensure that they meet regulatory and business requirements

• Ownership of the partner agreement lifecycle (e.g. offer and acceptance of Ts&Cs, audit trails, version control and customer availability of Ts&Cs, changes to Ts&Cs, termination of agreement and offboarding) and the single point of contact for content changes 

• Service Management engagement lead and providing oversight and assurance testing on Contact and Complaint Management with outsourced service providers to ensure outsourcing regulatory obligations are fulfilled 

• Primary engagement channel with solution design teams, payment product & development, program management, customer and service management channels including ensuring appropriate processes and controls are implemented and maintained in line with BHFS requirements

• Customer Impact Error Design, Implementation and ongoing oversight to fulfill regulatory obligations

• Responsible for supporting all regulatory return inputs such as customer complaints, customer base metrics, errors and customer impacting incidents to ensure appropriate visibility is achieved for all customer impacting issues

• Development and maintenance of the end-to-end customer journey, including process and risk taxonomy

Knowledge and Skills

The Customer Lifecycle Manager must have a Bachelors Degree and at least 5 years relevant experience in a regulatory environment with demonstrable experience working in an outsourced service environment within the banking/payments sectors managing a comprehensive customer lifecycle. 

The ideal job candidate will have the following experience of:

● Working in a cross functional collaborative high paced environment 

● Developing, implementing and managing customer lifecycle frameworks and associated controls 

● Developing policies, processes and procedures as part of broader regulatory frameworks 

● Oversight and stakeholder management of outsourced service providers within a regulated payments business 

● Experience of supporting regulatory returns pertaining to customer errors, incidents and complaints. The ideal job candidate will possess the following knowledge and skills: 

● Excellent communication, influencing and persuasion skills 

● Highly organized and efficient 

● In-depth knowledge of the customer and payments regulatory landscape 

● Strong stakeholder management skills

● Expert understanding of Outsourcing Requirements as specified by the EBA and FCA, Consumer Protection Code, Consumer Duty and Payment Services Regulations 

● Highly advanced knowledge of specific professional/technical discipline, combining theory, organisational practice and market practices. 

● Experience establishing end to end customer lifecycle frameworks in an outsourced environment ensuring appropriate controls, monitoring and reporting is in place

Booking Holdings Financial Services International Ltd. is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We are committed to treating all employees equally, regardless of gender, civil status, family status, sexual orientation, religious belief, age, disability, race or membership of the traveler community. We believe embracing equality and diversity in the workplace benefits not just our organisation but also individual employees, departments and our customers.

This policy extends to every phase of the employment process including, but not limited to, recruitment, selection, placement, transfer, training and development, position elimination, restructure, promotion, compensation, benefits, layoffs, termination, and all other conditions or privileges of employment. Booking Holdings Financial Services International Ltd is an Equal Employment Opportunity employer and makes hiring decisions based solely on qualifications, merit, and business needs at the time.