Location
London (Hybrid: 3 days per week in office)

Hours
Full Time

Salary
Negotiable

About the Role
The Compliance Analyst at Viator, part of Tripadvisor Group, plays a critical role in ensuring that Service Operations delivered to customers adhere to established processes and procedures related to refunds, promotions/coupons, and gestures of goodwill. This role involves auditing external BPOs and internal teams, monitoring AI and human compliance, and mitigating risks through audits, training, and security procedures. You will collaborate closely with business partners and AI leads to maintain compliance with regional customer regulations and contractual obligations. Operating in a fast-paced, competitive environment, you will advocate for the customer in all decisions, helping to drive operational excellence and customer-first outcomes. Key responsibilities include auditing processes, investigating compliance breaches, managing policy adherence, maintaining regulatory knowledge, reporting on compliance metrics, overseeing financial stewardship of goodwill spending, and developing AI automation strategies to enhance operational monitoring and compliance.

Experience
- Internal Auditor Certification or Certified Compliance Analyst
- 3+ years in Customer Operations, Service Excellence, or CX Transformation
- Experience with Global Vendor BPO Operations in audit or risk analyst roles
- Gen AI Governance experience
- Proven ability in close-loop resolution for process mitigation
- Customer-obsessed mindset with a focus on simplicity and empathy

About you
- Traveler first mentality: delivering exceptional value and effortless resolution service-support
- Ability to execute at speed: challenge legacy processes, experiment, and continuously improve
- Strong communication and influencing skills, capable of articulating issues to C-Level leadership
- Data-driven with strong analytical skills to identify trends and resolve complex issues
- Experience in the travel industry or similar roles preferred

Qualifications
- Relevant certifications in auditing or compliance preferred
- Strong knowledge of tours and activities industry regulations, including consumer refund and compensation policies
- Ability to draft, update, and enforce internal policies to comply with regional regulations