Riviera Travel Accelerates Guest Experience Transformation with Appointment of New Chief Customer Experience Officer

Riviera Travel, the UK’s leading river cruise and escorted tours operator, today announces the appointment of James Golding to the newly created role of Chief Customer Experience Officer (CXO), effective 16 March 2026.

The appointment marks a significant milestone in Riviera’s strategic evolution, signalling a deepened commitment to setting new industry benchmarks for end-to-end guest journeys. As CXO, James will oversee an integrated customer delivery function, uniting sales, aviation, operations, and tour management to ensure a seamless, differentiated experience from initial inquiry to the journey’s end.

James joins Riviera Travel following a distinguished 20-year career at Travelopia Group, where he held senior leadership roles across the UK, Europe, North America, and India. His extensive expertise in global sales, service, and on-ground operations will be instrumental as Riviera scales its operations and further refines its award-winning holiday delivery.

Matt Luscombe, CEO of Riviera Travel, said:

“I am hugely excited that James is joining our executive team. He is a values-led leader with an incredible drive to succeed with a ‘people-first, data-led’ approach. From our current industry-leading position, we are investing heavily to raise the bar once again. James’ appointment is central to our vision of delivering truly amazing, differentiated guest experiences. By creating this new end-to-end accountability for the customer journey, we are ensuring that every Riviera holiday is as seamless as it is memorable.”

James Golding, newly appointed CXO of Riviera Travel, said:

“Riviera Travel has built an exceptional reputation for delivering beautifully curated holidays, particularly in river cruising where the guest experience is everything. I’m delighted to be joining the team at such an exciting time for the sector. My focus will be on ensuring every stage of the journey, from the moment a guest begins planning their trip to the moment they return home feels personal, effortless, and world-class.”

This appointment follows the recent arrival of Matt Luscombe as CEO and underlines a period of ambitious growth and service transformation for the business. Golding will be supported by a senior leadership team including Noeleen Pritchard, who moves into the pivotal role of Director of Holiday Delivery and Experience.