Visit Group powers the experiences industry with market-leading SaaS platforms for hotels, resorts, attractions, and destinations across the Nordics and Europe. We are growing rapidly through innovation and acquisitions, and we are now seeking a Director of Onboarding & Training to lead a critical function in our customer journey.

Role Overview

The Director of Onboarding & Training will lead our group-wide customer onboarding function, ensuring that clients across all product lines (VisBook, BookVisit, iTicket, Olery, etc.) achieve fast time-to-value and long-term success. This role has full responsibility for onboarding strategy, team leadership, KPI performance, and board-level reporting.

The successful candidate will combine a strong leadership track record with a consulting or professional services background, bringing a structured, customer-centric approach to onboarding while leveraging AI and automation to drive scale and efficiency.

Key Responsibilities

• Leadership & Team Management
• Lead and develop team leaders from each product specialist team.
• Build a culture of accountability, collaboration, and continuous improvement.
• Onboarding Strategy & Execution
• Design and implement best-in-class onboarding processes for hotels, resorts, attractions, and DMOs.
• Drive efficiency, consistency, and customer satisfaction across all product lines.
• AI & Automation
• Identify, implement, and scale AI tools and automation to streamline onboarding, training, and knowledge delivery.
• Collaborate with Product and Tech teams to ensure smooth adoption of new solutions.
• Performance Management
• Define and track KPIs such as onboarding cycle time, CSAT, time-to-value, and adoption metrics.
• Own monthly and quarterly reporting to the COO and the Board.
• Cross-Functional Collaboration
• Partner with Sales, Customer Success, and Support to ensure seamless handovers and customer lifecycle alignment.
• Work with Product teams to feed onboarding insights into roadmap planning

Candidate Profile

• Proven experience in professional services, consulting, or customer onboarding leadership.
• Strong people leadership skills, with experience managing team leads and scaling multi-country teams.
• Analytical and data-driven, able to set clear KPIs and report effectively at board level.
• Comfortable with change management, process design, and operational excellence.
• Track record of using AI, automation, or digital tools to drive efficiency in customer-facing processes.
• Strong communication and stakeholder management skills, both internally and with enterprise customers.
• SaaS or travel-tech experience is a plus.
  
  Success Metrics (First 12 Months)
  
  • Reduction in onboarding cycle times across key products.
    
  • Measurable improvement in customer satisfaction (CSAT) and time-to-value.
    
  • Group-wide standardized onboarding framework implemented.
    
  • AI/automation initiatives deployed to reduce manual work and improve scalability.
    
  • Consistent board-ready reporting cadence on onboarding performance
    

Does this sound like a perfect match? We'd love to hear from you! 

About Visit Group

Visit Group is a leading European software provider specializing in technology solutions for the tourism industry. Founded in 1999 and headquartered in Gothenburg, Sweden, the company has grown to become a leader in the travel technology sector. We offer a comprehensive digital ecosystem that includes property management systems, booking systems, ticketing and e-commerce platforms, and travel switches for various segments of the tourism industry. Our product portfolio includes Citybreak, BookVisit, iTicket, VisBook, and WebX.

With over 20 years of experience, we serve more than 3,000 customers across 25 countries, including tourism organizations, accommodations, tours, and activity vendors worldwide. Our solutions enable inbound tourism businesses, such as hotels, ski resorts, tour operators, and destination marketing companies, to sell, combine, and distribute tourism products sourced from hundreds of external inventory platforms.