As you contemplate your future you might be asking yourself whats the next step?
Start your journey with us Were looking for a Senior Customer Journeys Specialistto join ourCX Team in Barcelona Hybrid
Youll 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 youre ready to soar were ready to take you there
Why eDreams ODIGEO
Join the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe
20 million customers 44 markets 5 brands 7M members in Prime
162 million bookings FY23 More than 50000 bookings per day 100 million daily user searches
1400 employees More than 60 different nationalities 99 permanent contracts 363 average age
Were a leading travel tech company revolutionising the travel booking experience through our consumer insight innovative technology market leadership and Prime the worlds first travel subscription program
What you will do:
The Roles 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 Specialistin the CX Team you will be in charge of:
1. Own and improve a set of endend customer journeys measuring success by improvements to contact and task rate CSAT amp; FCR for the customer journey Do this by focusing on:Journey monitoring gathering all the necessary data on a regular basis to understand the journeys performance resolution levels identify drivers impact and potential issuesimprovementsBecoming the expert of the journeys mastering all aspects related to it by having full knowledge on digital functionalities available internal and external policies process flows digital and offline and customers communicationOwn process flows by defining adjusting and continuous improve all linked processes and Business RulesBuilding Biz cases towards gaps and improvements identifiedAll of the above always considering how Prime customers are affectedmanaged in each of the journeys creating delighters for our Prime customers and liaising with Prime Teams to ensure the best service for these customersWorks closely with Product amp; CX Teams to improve the customer experience driving resolution and reducing the need for assisted CX contactsIdentify opportunities to improve the organizations policies processes customer communications or products and follow them to better serve customers amp; create valueReview 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 Youll have the opportunity to learn and grow while making a real impact on our team Heres what you need to succeed:
Minimum 5 years experience in a customer service environmentrole preferably with an OTA travel agency airline train supplier hotel car rental or other hospitality leisure industryExcellent Customer Service and interpersonal skillsStrong knowledge on booking management systems eg Amadeus Travelport Sabre or any other booking management system with a good level of booking and post booking functionalities and solutionsProficient on process and continuous improvement methodologies such as PDCA and Lean Six SigmaProficient on process mapping tools Visio Miro LucidchartProficient in Project ManagementStrong stakeholder engagement skillsHighly driven and selfmotivatedHigh level of English communication both verbal and writtenCompetent at data presentation and analysisEffective at problem solving and finding solutionsAble to prioritize and meet changing business needs efficientlyAn excellent Team builder with proven ability to drive performance to exceed targetsIs able to assess an individual situation and adapt response communicate in an effective and efficient mannerIs resilient patient in dealing with challenging situations and is able to influence positively to provide a win:win solutionExpert understanding of Net Promoter Score and CSAT
Whats 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 Heres what we offer:
A rewarding Compensation package Prime Plus membership Competitive salary and benefits package including flexible benefits performancebased 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 yearsDesign CommunityIts about joining a community of almost 50 passionate designers from all over the world Whether youre collaborating with our talented research and content teams or exploring new educational opportunities to level up your skills theres always room to grow Plus with a diverse and supportive environment were all about having fun while achieving big things together Oh and heres a little Easter egg join us to know who the bannedintheteam musician and wheres the hidden office spot with the sweetsContinuous 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 promotionsYour Wellbeing is our PriorityEmbrace Freedom and Flexibility At eDO we value flexibility employee care and transparency We offer a hybrid homeoffice model focused on outcome not timeinseat Youll be able to find the right workpersonal life balance that suits you bestWork hard party hard We believe in having fun and connecting with colleagues Join eDO for afterwork 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 officesEnjoy a dynamic and healthy environment Be innovative take risks and share your ideas Our diverse and openminded teams support high performance learning and growth Youll work in an Agile Mindset environment with recognition at our core
Wanna take a peek into what its 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 worklife 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
now