Customer journey

hace 3 días

Madrid, España The Stoke Travel Co. A tiempo completo

As The Stoke Brands Co continues to grow and evolve, we’re looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups and reviews.At the core of this role is customer service excellence and OTA performance. You will manage and evolve how we communicate with guests, while also fully owning our OTAs (Online Travel Agency) platforms. These including Booking.com, Hostelworld, Expedia, Viator / Get Your Guide. You’ll be ensuring listings are accurate, optimised, and conversion-driven.Working closely with the Marketing, Sales, and Operations teams, this role acts as the bridge between what we promise online and what guests experience on the ground. You’ll be expected to identify friction points, spot patterns in guest feedback, and proactively implement improvements that increase satisfaction, reduce issues, and drive stronger reviews and repeat bookings.We are looking to revolutionise how we handle customer service and the customer journey at Stoke, moving away from reactive inbox management and toward a structured, thoughtful, and guest-obsessed system. Someone open-minded, analytical, customer-focused, and willing to research, test, and implement new ideas will thrive in this role.WHO WE ARE LOOKING FORMust-haves:2+ years of experience in customer service, hospitality, travel, or OTA management Hands-on experience with at least one major OTA (Booking.com or Hostelworld preferred) Strong spoken and written English and Spanish Highly organized with excellent attention to detail Calm under pressure, festivals don’t care if you’re having a bad day Confident in making decisions and owning outcomes Nice-to-haves:Experience in hostels, tours, or festival travel Familiarity with channel managers or PMS systems Experience managing interns or junior staff Based in Barcelona or willing to relocate WHY WORK WITH STOKEWe are a fast-paced, fun, slightly chaotic, young company Real ownership and responsibility from day one Direct impact on sales and guest experience A team that works hard and doesn’t take itself too seriously Please email resumes to Coco@stoketravel.com if you are interested. We are looking for an ASAP start date.

  • CUSTOMER JOURNEY

    hace 1 semana

    Madrid, España The Stoke Travel Co. A tiempo completo

    As The Stoke Brands Co continues to grow and evolve, we’re looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups...

  • Customer Journey Product Owner

    hace 2 semanas

    Madrid, España Santander A tiempo completo

    Customer Journey Product Owner, Country: Spain **WHAT YOU WILL BE DOING** **Banco Santander S.A. is looking for a Customer Journey Product Owner, based in our Madrid office.** **WHY YOU SHOULD CONSIDER THIS OPPORTUNITY** Santander is proud of being an organization where there are equal opportunities regardless of gender identity, culture and disability....

  • CUSTOMER JOURNEY

    hace 1 semana

    Madrid, España The Stoke Travel Co. A tiempo completo

    As The Stoke Brands Co continues to grow and evolve, we’re looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups...

  • CUSTOMER JOURNEY

    hace 1 semana

    Madrid, España The Stoke Travel Co. A tiempo completo

    As The Stoke Brands Co continues to grow and evolve, we’re looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups...

  • CUSTOMER JOURNEY

    hace 6 días

    Madrid, España The Stoke Travel Co. A tiempo completo

    As The Stoke Brands Co continues to grow and evolve, we’re looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups...

  • Customer Journey Architect

    hace 20 horas

    Madrid, España ING A tiempo completo

    A leading international bank in Madrid is seeking a Customer Journey Expert (temporary) to enhance customer satisfaction through innovative solutions and streamlined processes. The ideal candidate will have a master's or bachelor's degree, over 3 years of experience in digital transformation, and strong analytical skills. Responsibilities include developing...

  • Customer Journey Expert

    hace 2 días

    Madrid, Madrid, España ING A tiempo completo

    REQ 15/01/2026Customer JourneyMadrid, SpanjeING BankAt ING we are looking for a Customer Journey Epert (temporary)Your role and work environment:We are looking for a talented and enthusiastic Customer Journey Epert to join our Transfers Team in tthePayments TribeYour key responsibilities:As a Customer Journey Epert (temporary):You are responsible to develop,...

  • Customer Journey Expert

    hace 4 días

    Madrid, Madrid, España ING A tiempo completo

    At ING we are looking for a Customer Journey Expert (temporary)Your role and work environment:We are looking for a talented and enthusiastic Customer Journey Expert to join our Transfers Team in tthe Payments Tribe  Your key responsibilities: As a Customer Journey Expert (temporary):- You are responsible to develop, launch and maintain an attractive...

  • Customer Journey Expert

    hace 4 días

    Madrid, España ING Bank A tiempo completo

    **REQ-10107168**: - **15/01/2026**: - **Customer Journey**: - **Madrid, Spanje**ING Bank** **At ING we are looking for a Customer Journey Epert (temporary)** **Your role and work environment**: We are looking for a talented and enthusiastic **Customer Journey Epert**to join our **Transfers**Team in tthe**Payments Tribe** **Your key...

  • Customer Journey Expert

    hace 16 horas

    Madrid, España ING A tiempo completo

    At ING we are looking for a Customer Journey Expert (temporary)Your role and work environment:We are looking for a talented and enthusiastic Customer Journey Expert to join our Transfers Team in tthe Payments TribeYour key responsibilities:As a Customer Journey Expert (temporary) :You are responsible to develop, launchand maintain anattractive product&...