As you contemplate your future, you might be asking yourself, what’s the next step?
Start your journey with us! We’re looking for a Senior Customer Journeys Specialist to join our CX Team in Barcelona (Hybrid).
You’ll be responsible for building a Customer Experience framework across departments with the goal to identify and improve the most burning customer issues within the customer journeys assigned to you and, as a result, help drive customers’ loyalty and growth. If you’re ready to soar, we’re ready to take you there!
Why eDreams ODIGEO
Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.
20 million customers – 44 markets – 5 brands – 7M members in Prime
16.2 million bookings FY23 – More than 50,000 bookings per day – 100 million daily user searches
1400 employees – More than 60 different nationalities – 99% permanent contracts – 36.3 average age
We’re a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world’s first travel subscription program.
What you will do:
The Role’s Key Responsibilities and Tasks
As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a Senior Customer Journeys Specialist in the CX Team, you will be in charge of:
- Own and improve a set of end-end customer journeys measuring success by improvements to contact and task rate, CSAT & FCR for the customer journey. Do this by focusing on:
- Journey monitoring, gathering all the necessary data on a regular basis to understand the journey’s performance, resolution levels, identify drivers, impact and potential issues/improvements
- Becoming the expert of the journey/s, mastering all aspects related to it by having full knowledge on digital functionalities available, internal and external policies, process flows (digital and offline) and customer’s communication
- Own process flows, by defining, adjusting and continuous improve all linked processes and Business Rules
- Building Biz cases towards gaps and improvements identified
- All of the above always considering how Prime customers are affected/managed in each of the journeys, creating delighters for our Prime customers, and liaising with Prime Teams to ensure the best service for these customers
- Works closely with Product & CX Teams to improve the customer experience, driving resolution and reducing the need for assisted CX contacts
- Identify opportunities to improve the organization’s policies, processes, customer communications or products and follow them to better serve customers & create value
- Review customer feedback including: mystery shopping activities, speaking with customers directly, leveraging feedback from customer contacts, looking at social media, review sites and internal surveys/ tools to understand the voice of the customer on the particular journeys assigned and take necessary actions to improve the experience on these journeys
What you need to succeed:
Bring your unique perspective, speak up, and offer disruptive solutions. You’ll have the opportunity to learn and grow while making a real impact on our team. Here’s what you need to succeed:
- Minimum 5 years experience in a customer service environment/role preferably with an OTA, travel agency, airline, train supplier, hotel, car rental, or other hospitality / leisure industry
- Excellent Customer Service and interpersonal skills
- Strong knowledge on booking management systems (e.g. Amadeus, Travelport, Sabre or any other booking management system) with a good level of booking and post booking functionalities and solutions
- Proficient on process and continuous improvement methodologies such as PDCA and Lean Six Sigma
- Proficient on process mapping tool/s (Visio, Miro, Lucidchart…)
- Proficient in Project Management
- Strong stakeholder engagement skills
- Highly driven and self-motivated
- High level of English communication both verbal and written
- Competent at data presentation and analysis
- Effective at problem solving and finding solutions
- Able to prioritize and meet changing business needs efficiently
- An excellent Team builder with proven ability to drive performance to exceed targets
- Is able to assess an individual situation and adapt response / communicate in an effective and efficient manner
- Is resilient, patient in dealing with challenging situations and is able to influence positively to provide a win:win solution
- Expert understanding of Net Promoter Score and CSAT
What’s in it for you?
The best talent deserves the best benefits
At eDO, we want you to be a part of our success story and great culture. Here’s what we offer:
- A rewarding Compensation package! 💥 Prime Plus membership, Competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
- Design Community! 🙌 It’s about joining a community of almost 50 passionate designers from all over the world! Whether you’re collaborating with our talented research and content teams or exploring new educational opportunities to level up your skills, there’s always room to grow. Plus, with a diverse and supportive environment, we’re all about having fun while achieving big things together. Oh, and here’s a little Easter egg – join us to know who the banned-in-the-team musician and where’s the hidden office spot with the sweets!
- Continuous learning to fuel your growth and explore new horizons!🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
- Your Well-being is our Priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You’ll be able to find the right work-personal life balance that suits you best.
- Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
- Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You’ll work in an Agile Mindset environment with recognition at our core.
Wanna take a peek into what it’s like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.
Apply now!
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.
