Head, Customer Experience Transformation and Strategic Initiatives
eDreams
Spain, Barcelona
hace 2 días

Key Responsibilities

  • Leverage a data driven approach to identify improvement opportunities in our products and processes and develop innovative CX strategies to increase customer satisfaction, loyalty and retention e.
  • g. via customer contact data, customer surveys, voice of the customer, etc

  • Lead the execution of strategic projects within the customer experience organization, working cross-functionally to ensure on-time delivery
  • Work across the organization to ensure a smooth implementation and go-live of new product launches impacting on the customer experience organization
  • Lead the definition of our customer experience strategy building a best in class experience within travel
  • Be the voice of the customer within eDO, ensuring that products and services create value for the business and for our customers
  • Lead and grow your team, building a high performance culture
  • Requirements :

  • 3 -5 years of experience in a leading consultancy firm
  • Previous experience working on customer experience or customer service topics is preferred
  • Strong communication skills with an ability to synthesize issues and present to senior audiences
  • Excellent analytical skills and a passion for data driven decision
  • Bias for action and driving outcomes
  • Passion for the customer and a customer first mindset
  • Strong problem solving skills
  • Ability to lead a team
  • 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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