Charlie Goodenough
Director - Voice of Customer @Expedia Group
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WORK HISTORY
Director - Voice of Customer @Expedia Group
Leading the Lodging Voice of Customer program to identify and prioritise top customer opportunities to inform business planning. Key responsibilities include- • Capturing and evaluating customer feedback from multiple solicited and unsolicited sources • Identifying and quantifying pain point and value driver opportunities across the customer experience • Production of monthly summary readouts, country level breakdowns and topic deep dives • Development and management of a customer voices panel • Key input into the Product planning process • Provision of customer feedback loops in response to product tests and feature releases • Stakeholder and team management across regions
EDUCATION
Aston University
2:1 Bsc (Hons), Marketing
SKILLS
ABOUT CHARLIE GOODENOUGH
A CX professional with over 20 years experience working across industry verticals at…
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