Director of CX Service Excellence

As you contemplate your future you might be asking yourself whats the next step? Start your journey with us

We are looking for a strategic datadriven and visionary leader to join our Customer Experience CX Leadership Team Reporting directly to the Chief Customer Experience Officer the Director of Service Excellence will be the architect of our customer journeys and the guardian of our interaction quality driven by AI

Why eDreams ODIGEO

Join the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe

Millions of customers every year across 44 markets 5 brands over 8 million Prime members since launching in 2017

More than 100 million searches per day on our websites more than 6 billion AI daily predictions

Over 1800 employees More than 60 different nationalities from all continents 99 permanent contracts

Were the worlds leading travel subscription platform and one of the largest ecommerce businesses in Europe We are a 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:

The Roles 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

In this pivotal leadership role your impact will be felt across every touchpoint of the travelers lifecycle You will be responsible for:

• Journey Mastery: Owning and optimizing our endtoend offline customer journeys both through AI and human support to ensure every interaction is intuitive and frictionless influencing the digital customer journey Making sure that CX Journeys is involved early on in projects across the business
• Hybrid Intelligence Training: Leading the training strategy for both our human agents and our Voice AI ensuring worldclass support and retention performance while maintaining a sharp focus on costeffectiveness
• Reputation Advocacy: Overseeing our global online reputation management ensuring our contact centers effectively support and amplify our brand voice across public platforms
• Quality Innovation: Defining and scaling the way we evaluate interactions Youll go beyond the what to find the how using CSAT DSAT and FCR as your compass to drive efficiency
• InsightDriven Transformation: Closing the loop by using quality data to redesign journeys and improve the broader organization

• What you need to succeed:

  Good to have

  Bring your unique perspective speak up and offer disruptive solutions Youll have the opportunity to learn and grow while making a real impact on our team Heres what you need to succeed:

  · Natural leader

  · A true connector helps to navigate the organization Facilitates between hisher teams and other areasfunctions

  · Extensive experience in a CX support environment is a must This includes having managed a CX support center for quality with concrete results

  · Have a true growth mindset; learn new concepts quickly and want to apply them

  · Have experience in transforming teams into a new way of working

  · Have experience in leading a team towards automation of repetitive tasks

  · Have experience working with AI systems

  Preferred Qualifications

  Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini or other AIpowered assistantsExperimentation Mindset: Curiosity and eagerness to explore experiment with and integrate emerging AIdriven solutions into workflowsAIEnhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes and enhance productivityAdaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities

  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 premium equipment with rolebased selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycleContinuous 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 programGrow 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 promotionsYour 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 outcomes Youll be able to find the right workpersonal life balance that suits you bestWork 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 officesEnjoy 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 on and 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

  We are an equalopportunity 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 Dont meet every requirement? If youre excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless