Top 50 2024 - Business Travel - Diversity Travel

Founded in 2008, Diversity Travel – which specialises in arranging travel for the humanitarian, academic and non-profit sectors – underwent perhaps the biggest transformation in its history last year following significant private equity investment. Its headcount grew by 30% in 2023 to more than 260, allowing it to transition to a new model based around having a greater number of smaller, more specialised teams, doubling these from nine to 18 and supporting them with relevant training. Diversity have also introduced a number of technology upgrades including a new contact management platform and a new app, capable of push notifications, as well as support for European rail bookings through Trainline’s API and new contact methods like WhatsApp and live chat. The business has, over the past year, transitioned away from net promoter scoring to an innovative emoji-based system, which allows clients to give feedback on every interaction with Diversity’s teams – with satisfaction tracking at about 85%. It has also created a dedicated customer care manager role to deepen Diversity’s understanding of this feedback, and then use it to make improvements to the client experience. Meanwhile, employees are now supported by a new in-house dashboard, which they can use to monitor their own performance against various KPIs. The company rolled out an electric car scheme last year, while educational work trips and company socials have made welcome returns. Menopause training has been made standard for managers alongside the diversity, equity and inclusion training provided to all employees. Monthly video updates from Diversity’s MD are bridging the gap to senior management, and allow employees to post anonymous questions. The agency has been carbon neutral for eight years, and has committed to becoming net zero by 2025, supported by the appointment of a head of environmental action. It has also created a green toolkit to help clients with their sustainability journeys.

diversitytravel.com