Manager, Partner Experience Strategy & Journey Health

Manager, Partner Experience Strategy & Journey Health (O2C) Founded in 1996 in Amsterdam, Booking.com has grown from a small Dutch start-up to one of the world’s leading digital travel companies. Part of Booking Holdings Inc. (NASDAQ: BKNG), Booking.com’s mission is to make it easier for everyone to experience the world. Booking.com invests in digital technology that helps take the friction out of travel. Booking.com connects travelers with the world’s largest selection of incredible places to stay, but also offers its customers the ability to book flights, rental cars, attractions and taxis. About the role We are looking for a Strategic Partner Experience leader to help shape how Booking.com improves financial partner journeys across Order to Cash (O2C). This role sits at the intersection of journey design, operational strategy, measurement, and cross-functional influence. You will define what “good” looks like across key partner journeys, translate fragmented evidence into clear standards and KPI frameworks, and help turn that into concrete improvement priorities and operating-model asks. This is not an operational delivery or incident management role. It is a role for someone who can connect partner pain, operational reality, and business priorities into scalable standards and actionable change. Key responsibilities Define and maintain North Stars and “what good looks like” for priority O2C partner journeys, initially including Change of Ownership, collections/suspensions, financial onboarding readiness, and support/inbound. Design and run a PX-led journey-health framework: what to measure, how to interpret “good vs bad,” and how responsibilities split across PX, Analytics, and Operations. Translate journey evidence into practical standards, KPI definitions, proof-point designs, and 2027 business asks tied to specific partner journey failures and opportunities. Co-design and coordinate proof-points in 2026, especially around COO, ensuring each improvement has a clear operational owner and a measurable before/after KPI. Partner with Analytics, Operations, ABU/CS, FinTech/Payments, and Digital by Default to ensure PX standards are reflected in routing, ownership, visibility, and digital journey design without owning implementation directly. Build reusable standards and simple guidance that allow O2C teams to apply PX principles without PX being embedded in every project. What you bring Strong experience in journey strategy, service design, partner/customer experience, operating-model design, or process transformation. Ability to move from messy evidence to clear target states, standards, and business recommendations. Strong cross-functional stakeholder management and influencing skills across operations, analytics, product, and commercial teams. Experience defining KPIs, measurement frameworks, or governance models in operational environments. Ability to work end to end across fragmented processes and turn ambiguity into practical structure. Comfort operating without direct authority and driving change through influence. Best-fit background 5-8+ years of relevant experience with deep expertise in one area and broader understanding across adjacent pillars. Good backgrounds could include fintech ops, partner support design, customer operations strategy, service design, consulting, or complex operations/process transformation. The key is someone who can define standards, target states, KPI logic, and operating-model asks. This role is NOT eligible for relocation assistance Benefits & Perks - Global Impact, Personal Relevance: Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include: Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country) Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit Inclusion at Booking.com: Inclusion has been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations. Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.” We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Application Process: Let’s go places together: How we Hire Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department. Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive Pre-Employment Screening If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.