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!