CX PREVENTION LEAD - (Hybrid)

As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!

We're seeking an experienced CX Prevention Lead to join our CX team in Barcelona (Hybrid) The successful candidate will play a key role in streamlining operational processes, identifying areas for improvement, and implementing effective solutions to minimize both internal and external financial losses.

By proactively addressing inefficiencies and mitigating risks, this individual will contribute directly to safeguarding eDO's financial health and enhancing overall organizational efficiency. This will involve close collaboration with cross-functional teams to analyze existing processes, pinpoint vulnerabilities, and develop and execute strategies that promote cost savings, optimize resource allocation, and ensure compliance with internal controls and external regulations.

Why eDreams ODIGEO
We’re the world's leading travel subscription platform.

• We pioneered Prime, the first and largest travel subscription programme, which has topped over 7.8 million Prime members since launching in 2017.
• Millions of customers every year across 44 markets – 5 brands: eDreams, GO Voyages, Opodo, Travellink, and the metasearch engine Liligo
• More than 100 million searches per day on our websites - more than 6 billion AI daily predictions
• Over 1,700 employees – More than 60 different nationalities from all continents – 99% permanent contracts
  
  Prime members are subscribed to global travel, gaining access to a comprehensive multi-product offering for all their travel needs—including hotels, rail, flights, dynamic packages and car rental, among others— compounded by industry-leading flexibility features and exclusive, member-only benefits. This entire Prime experience is powered by a proprietary, industry-leading AI platform that delivers a smarter, hyper-personalised service and comprehensive travel experience globally to its members.

What you will do:
The Role's 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 CX Prevention Lead in the CX team you will be in charge of:

• Reducing manual and technical errors through proactive measures, ensuring compliance with legal and business requirements, and mitigating provider losses
• Performing audits across all categories to ensure continued compliance
• Conducting daily reviews with our CX Partners to address knowledge gaps
• Leading calibration sessions to ensure compliance with categorization standards
• Maintaining and updating internal documentation and local work instructions to prevent manual errors
• Tracking technical issues with financial impact and engaging stakeholders for timely resolution
• Providing expert recommendations for process improvements across all business areas
• Identifying opportunities for automation to enhance performance and customer satisfaction
• Optimizing customer service workflows, journeys, and escalation processes to reduce effort
• Participating in business reviews, tracking action points, and ensuring timely follow-ups/

What you need to succeed:
Good to have

Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed:

• Proficiency with CRM software and data analysis tools.
• Fluent in English (knowledge of additional languages is a plus).
• Self-motivated with a proactive, can-do attitude.
• Strong ability to collaborate in cross-functional teams.
• Excellent numerical, analytical, and presentation skills.
• Team-oriented with a focus on collaboration.
• Results-focused with a drive to achieve goals.
• Availability to travel and provide on-site support to CX Partners

Preferred Qualifications

• Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI-powered assistants.
• Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI-driven solutions into workflows.
• AI-Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity.

Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.


What’s 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.

Here's what we offer:

• A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and premium equipment with role-based selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycle.
• 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 Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcomes. You'll be able to find the right work-personal life balance that suits you best.
• Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work 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 open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.
  
  Wanna take a peek into what it's 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 work-life 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.
  
  Apply now!
  
  We are an equal-opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.
  
  #LI NN1
  #LI Hybrid