As Booking.com’s Vice President of Customer Service, James Waters is globally responsible for leading Booking.com’s growing customer service team of more than 8,000+ employees worldwide. From previous roles working in digital marketing as well as across the Booking.com business, James brings extensive product development, strategy, and customer experience expertise to guarantee that the company continues to deliver a world-class customer service experience to travellers in every corner of the globe.
Previously, James served as the Senior Director Customer Service Product and Experience at Booking.com, where he was responsible for the 13 teams that look after product development for the post booking customer experience on web and mobile, internal customer service tooling and the customer and partner-facing email and voice experience.
Prior to leading the Customer Service Product and Experience teams, James served as a Director of Marketing and a Marketing Innovation Manager where he led IT development across the marketing department while managing the SEO and Demand Innovation teams, helping to accelerate the diversification of the Booking.com marketing department beyond its roots in online search and affiliate marketing. He also spent four years working in search marketing in the UK, initially as an analyst and later overseeing the operations and technical needs of the team.
James studied at the University of Cambridge and holds both a BA and MA in Biological Anthropology.