Client Associate

CWT is one of the world's leading digital travel management companies and as a Business-to-Business-for-Employees (B2B4E) travel management platform, companies and governments rely on us to keep their people connected – anywhere, anytime, anyhow – and across six continents, we provide their employees with innovative technology and an efficient, safe and secure travel experience.

Joining us means being part of a market-leading global company, working in a collaborative, multi-cultural and entrepreneurial environment.

We are looking for a Program Analyst to join our Global Program Solutions team. This role will be located at a client onsite in Dallas, TX.

• In collaboration with global online booking tool support teams, co-ordinate and / or lead end user training, address or facilitate any questions from travelers / admin assistants with respect to functionality or navigation and / or updating and communicating end user training materials.
• Support projects as delegated, to ensure consistency of traveler services and travel operations across all CWT locations where ( TI ) is serviced and address any questions or concerns to local Traveler Services / Travel Operations Teams and Global / Regional Program Management Teams.
• Ability to extract, analyze and deliver meaningful data and KPI’s (key performance indicators) and metrics relating to service delivery, customer experience or travel patterns across the business as required.
• Work closely with the travel team to update, maintain and improve ways of using the myCWT Global Travel (Portal) as a more effective resource and means of communication.
• Support customer service and rate audit programs with CWT teams and select TI suppliers (i.e. global car rental supplier – Avis) across the regions.
• Support the business with travel issues or questions as addressed by TI, TI travelers, TI administrative assistants and CWT Traveler Services & Program Management Teams.
• Support the Global Travel Manager with on-boarding processes to train and educate new TI employees on the travel program.
• Partner with the CWT Traveler Services teams and Program Management teams and offices around the globe with questions and process alignment relating to TI travel policies, training procedures and / or contractual requirements.
• Support the TI Travel Program and CWT Teams with travel reporting and data requirements, participate in customer related calls with suppliers as required.
• Support, create and manage a document library for all travel related process documents and ensure all appropriate correspondence and administration is maintained current, communicated and questions dealt with in a timely manner.
• Participate in new country implementations and any new CWT product deployments as required, team calls and provide updates and communications as necessary.
• Awareness and adherence to Company procedures, policies, standards and best practices
• Maintain quality through use of CWT Quality Control tools and procedures
• Continually look for opportunities for refining and improving efficiencies while maintaining CWT and client’s service standards
• Managing to plan on a daily, weekly and monthly basis and to ensure that duties are carried out efficiently and that timelines are achieved
• Provide the highest level of customer care at all times
• Act with courtesy, speed and efficiency to build positive customer relationships
• Ability to work as part of a global cohesive team and communicate effectively with others. Attend and contribute to office / team meetings as appropriate.
• Ensure client and company confidentiality at all times.
• Support and assist with other ad-hoc projects as necessary, and undertake any other reasonable duties / responsibilities as requested by the Global Travel Manager as mutually agreed with direction of the CWT Global Program Director.

#LI-Remote

Position Requirements

• Bachelor’s degree and 2+ years’ experience required or equivalent combination of education and experience. Prefer experience in Travel Management industry.
• Strong technical and analytical skills
• Strong business and financial acumen
• Proficiency in Microsoft Office suite of products (Word, Excel, PowerPoint, Outlook) and aptitude for software applications
• Strong written and verbal communication skills
• Effective time management and organizational skills
• Ability to lead project across functions
• Proficiency with SABRE GDS System and general knowledge of other GDS systems i.e. Galileo, Apollo
• Knowledge of CWT Reporting tools with understanding of processes and their impact on travel programs; i.e., CWT AnalyIQs, CWT Resolve, Document Bank, Program Messenger.
• Ability to interact with all levels of management globally
• Excellent time management skills – including ability to set priorities and work in a fast-paced, multi-project environment

CWT is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, or veteran status.