As you contemplate your future you might be asking yourself whats the next step? Start your journey with us
Were seeking an experienced Customer Journeys Specialistto join our Customer Journeys team in Barcelona hybrid to build 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 54M members in Prime
162 million bookings FY23 More than 50000 bookings per day 100 million daily user searches
1400 employees More than 50 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:
1. Own a set of endtoend customer journeys focusing on:
2. Journey monitoring gathering all the necessary data on a regular basis to understand the journeys performance resolution levels identify drivers impact and potential issuesimprovements to be addressed Become 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 communication Own process flows by defining adjusting and continuous improve all linked processes and Biz Rules Run adhoc analysis and build Biz cases towards improvements identified All of the above always considering how Prime customers are affectedmanaged in each of the journeys and liaising with Prime Teams to ensure the best service for these customers Work closely with Product amp; CX Teams to improve the customer experience driving resolution and reducing the need for assisted CS contacts Identify opportunities to improve the organizations policies processes customer communications or products and follow them to better serve customers amp; create value Review customer feedback 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
What you need to succeed:
Minimum 5 years experience in a customer service environmentrole preferably with an OTA travel agency airline hotel car rental or other hospitality leisure industry Excellent Customer Service and interpersonal skills Strong knowledge on booking management systems Amadeus Travelport and NDC with a good level of TicketingReissuance amp; Refund process understanding Proficient on process and continuous improvement methodologies such as PDCA and Lean Six Sigma Proficient on process mapping tools Visio Miro Lucidchart Project Management experience would be a plus Highly driven and selfmotivated 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
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 years Continuous learning to fuel your growth and explore new horizons Learn and grow with free Coursera access soft skills workshops tech training leadership development and more Plus enjoy a great onboarding program Grow opportunities to empower your career and unleash your potential 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 Wellbeing is our priority Embrace 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 best Work 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 offices Enjoy 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 onLinkedInand 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