Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a global hybrid work setup (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

As part of the Traveler and Partner Service Platform division, the Senior Workforce Communications Strategist will shape the communication landscape for Expedia Group's customer service operations. This role offers the unique opportunity to craft and implement innovative, data-driven communication strategies that directly enhance agent effectiveness and customer satisfaction. This is your chance to develop a new space, dedicated to delivering clear, impactful messages, that drive excellence and transform the travel experience for millions. 

 

Are you a communications expert with a passion for making sure messages hit the mark? Expedia Group is looking for a Senior Workforce Communications Strategist to join our Agent Effectiveness Communications & Content team, supporting effective customer service operations. This is your chance to shape the way our customer service agents, supervisors, and support teams receive and understand critical information. If you thrive on creating clarity out of chaos and love the idea of helping agents get the info they need to support travelers and partners, we want to connect with you. 

In this role, you'll be the driving force behind our workforce communication strategy, ensuring that every message sent is a message received. You'll play a key role in reducing confusion, improving service quality, and boosting overall traveler and partner satisfaction.  

In this role, you will: 

Develop and run a workforce communications strategy supporting Expedia Group customer service agents and support staff.  

Create and launch a priority framework to effectively funnel upcoming initiatives and news for specific audiences into an ongoing communications rhythm. 

Develop and manage strategic communication campaigns for major launches impacting multiple Expedia Group lines of business (LOBs) on a content publishing platform. 

Manage and measure the effectiveness and impact of the workforce communications strategy and key campaigns.  

Delegate tasks and mentor junior communications strategists supporting smaller initiatives and projects. 

Establish and maintain strong partnerships with Operations, Operational Excellence Portfolio Management, Product and Technology teams and other key stakeholders. 

Experience & Qualifications 

You’re a pro at developing and implementing communication strategies that drive behavior change and measure impact. 

You excel at managing large-scale campaigns and coordinating projects across various business lines. 

You thrive on collaborating with other teams, building strong relationships with key stakeholders. 

You have a talent for creating engaging content, managing communication channels, and analyzing effectiveness. 

You inspire and mentor teams, plan change management initiatives, and communicate changes seamlessly. 

You have excellent verbal and written communication skills, making complex information clear and concise. 

You’re comfortable adapting to new strategies and priorities, handling multiple tasks with ease, and excel in a fast-paced setting. 

Background 

5-7 years of experience in internal communications, employee communications, corporate communications, or a related field.  

Experience successfully driving communication projects in large, complex organizations, across multiple lines of business (LOBs) is preferred. 

Experience managing communication projects and team members in a matrixed reporting structure (indirect lines of reporting) is preferred. 

Outstanding writing and editing skills, as well as familiarity with AP Style. 

Awareness of employee communication trends and ability to incorporate them into your strategies. 

Ability to prioritize work, meet tight deadlines, and solve problems. 

Ability to synthesize data into logical conclusions and recommendations. 

Ability to adapt communications strategies for unique audiences across various channels, including video, email, Slack, digital signage.

 

#LI-MD1

The total cash range for this position in Seattle is $137,500.00 to $192,500.00. Employees in this role have the potential to increase their pay up to $220,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.

Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. 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. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.