Guest Change Specialist

At HX our purpose is to awaken people to the beauty and fragility of the planet, with adventure that reignites a sense of wonder. We take curious travellers to incredible destinations, sustainably in true expedition-style with science and education at the heart of every journey. We bring them off the beaten track, to special destinations across the Arctic, Antarctic, Galapagos, British Isles, Alaska, Northern Norway, and Central / South America.

The Guest Change Specialist acts as the initial point of contact for incident response within HX Expeditions, working in close coordination with internal teams as required. The role follows established procedures and workflows, ensuring delivery in line with best practices defined by the Guest Change & Success team. The Specialist is responsible for identifying and prioritising issues, and for escalating high-priority cases to the relevant teams to ensure timely and effective resolution.

At HX, we are a passionate team who deliver our global operations from every corner of the world and our people are instrumental in continuing to inspire this adventure, play their part and deliver on our promise of guest centric and memorable experiences, benefiting the communities we visit, enriching our guests and inspiring a more sustainable world – to change the way they see the world.

Key Responsibilities & Deliverables

• Perform duties as assigned during both regular operations and irregular events when activated.
• Collaborate with internal and external stakeholders across both routine and non-routine operations.
• Coordinate with local resources to arrange required support, including accommodation, alternative transportation, and other logistics.
• Actively participate as a member of the emergency crisis team when required.
• Manage and complete internal and external communications and notifications.
• Follow established policies, procedures, and practices supporting the Irregular Operations model.
• Provide support to the Team Leader as required.
• Contribute to ad hoc projects as needed.
• Share feedback with the team on any issues, risks, or areas of concern.
• Support a 24/7 operational environment, including participation in a rotating on-call duty phone schedule, with required availability outside standard working hours (evenings, weekends, and public holidays).
• Contribute to broader team and business priorities as needed.
• Thinks sustainably and brings this mindset to their team and partners.
• Champions the HX Spirits

Requirements:

• Fluency in English is required. Additional business level language beneficial.
• Experience in maritime, expedition, or cruise industry beneficial but not required.
• Ability to intake, triage, and coordinate information in a fast-paced environment.
• Strong ability to build and develop networks to support continuous improvement.
• Proficiency in MS Office applications including Outlook, PowerPoint, Word, and Excel.
• Strong team player, with a willingness to support both own team and wider business teams, and adapt perspective when needed.
• High level of self-discipline, with a commitment to continuous self-improvement and effective time management.
• Awareness of the impact of decisions on others and the wider business.
• Experience with Salesforce is beneficial.
• Tech-forward and adaptable, with a proven ability to quickly learn new systems.
• Experience working in a multi-national organisation with a global guest mix.

Key Personal Attributes/Behavioural Competencies:

• Safety and Compliance minded for yourself and others.
• High degree of personal integrity and honesty.
• Excited to work in a hybrid work environment to leverage time in person with colleagues across the business.
• Passionate about inclusion and belonging. You take pride in bringing people and different perspectives together to promote a diverse and inclusive workplace.
• Clear and effective communication with internal and external stakeholders.
• Ability to manage execution and competing demands.
• Ability to adapt to change in a positive, productive manner.
• Approach work with an emphasis on attention to detail and accuracy to minimize mistakes.
• Effective problem solving, conflict resolution, networking, continuous improvement, and technical aptitudes.
• Self-driven and independent, yet with a will to ask and understand
• Relationship building & influencing skills with high sense of awareness (EQ)
• Curious and dedicated, focused on delivering business outcomes
• Ambitious and thrives in a high-paced, international, changing work environment.
• Customer service oriented, with a focus on delivering results and meeting customer expectation.

Benefits:

We offer 25 days of annual leave, meal allowance, Multisport card contribution, a Mental Health Program, and a hybrid working model (3 days in the office, 2 days working from home). Employees also benefit from our Friends & Family program, which includes two cabins per year to travel to any of our destinations free of charge.

HX Spirit:

• Passionate Explorers: We are proud of our history and are driven to create more.
• ‘Can-do’ Mindset: We jump-in and proactively contribute to the greater good.
• Humble Leadership: We have a short distance between leaders and teams.
• Genuine Interactions: We want all people to be their true selves.
• Supportive & Collaborative Teams: We are curious and generous with our knowledge. We Trust.