Customer Journeys Lead
eDreams
Barcelona
hace 1 día

Job Description

eDreams ODIGEO (www.edreamsodigeo.com) is one of the world’s largest online travel companies and one of the largest European e-commerce businesses.

eDreams ODIGEO and each of its five leading brands Opodo, eDreams, Go Voyages, Travellink and Liligo have been instrumental in ushering in a new era of travel booking.

With a presence in 46 markets, we are Europe’s largest flight retailer, serving over 18 million customers last year. Our customers can access the best deals in regular flights, low-cost airlines, hotels, cruises, car rental, dynamic packages, holiday packages and travel insurance to make travel easier, more accessible, and better value.

As a Customer Journeys Lead 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.

Key Responsabilities :

Own a set of end-end customer journeys focusing on :

  • Journey monitoring, gathering all the necessary data in a regular basis to understand the journey’s performance, resolution levels, identify drivers, impact and potential issues / improvements to be addressed.
  • Become 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
  • Run ad-hoc analysis and build Biz cases towards improvements identified

  • Work closely with Product & CS Teams to improve the customer experience, driving resolution and reducing the need for assisted CS contacts
  • Identify opportunities to improve the organization’s policies, processes, customer communications or products 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
  • Essential Skills and Knowledge

  • Minimum 5 years experience in a customer service environment / role 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 Ticketing / Reissuance & Refund process understanding
  • Proficient on process and continuous improvement methodologies such as PDCA and Lean Six Sigma
  • Proficient on process mapping tool / s (Visio, Miro, Lucidchart )
  • Project Management experience would be a plus
  • 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 prioritise 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 do we offer?

  • Safe environment during COVID times : Onboarding and daily work can be done 100% remote.
  • A free eDreams Prime subscription to benefit from significant discounts on your travels.
  • Competitive compensation package with an attractive bonus structure.
  • Excellent environment for continuous growth and learning : with our Learning & Development programs, you will have access to tech talks, internal soft skills and technical skills training, language lessons, external events and industry conferences.
  • Free subscription to O’Reilly Online Learning.
  • Fast-track career development : with our unique programs, you are always working towards the next step on your career path.
  • We also have for you a Ticket Restaurant benefit & unlimited beverages and coffee for free at the office (with many types of milk alternatives) because we like our eDOers happy and healthy!
  • A phenomenal lifestyle and work-life-balance.
  • New to the city? We also offer great relocation packages.
  • Additional prizes and awards for a variety of team and individual achievements.
  • Fun at work : at eDreams ODIGEO, work and fun go hand in hand!
  • And the opportunity to work in a dynamic, dedicated, fun and passionate team of professionals. We journey together!

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