Job Description

Posted 14 hours ago

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 Customer Journeys Senior Business 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 Customer Journeys Senior Business 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!