Customer Journeys Specialist

Customer Journeys Specialist (They/She/He) - (Hybrid)Are you passionate about improving digital customer experiences through smart automation and seamless journeys? As a Customer Journeys Specialist, you'll play a key role in shaping and optimizing how our customers interact with us across digital channels — including chatbot, voicebot, and self-service tools. Working closely with Product, IT, UX, CX, and Operations teams, you'll define the framework that ensures our customers get fast, effortless, and effective support at every touchpoint. Your mission: Increase digital adoption Improve self-service effectiveness Reduce reliance on assisted support Strengthen Prime loyalty and growth Using data insights, journey mapping, and AI-first thinking, you'll help deliver outstanding customer experiences that are intuitive, scalable, and built for the future. Why eDreams ODIGEOJoin the world's leading travel subscription platform and one of the largest e-commerce businesses in EuropeMillions of customers every year across 44 markets – 5 brands – 7M members in Prime More than 100 million searches per day - Up to 6 billion daily AI predictions. Over 1,600 employees – More than 60 different nationalities from all continents – 99% permanent contracts - 36 average age We're a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program. What you will do:The Role's Key Responsibilities And Tasks Own and optimize end-to-end customer journeys, with a focus on digital channels and frictionless resolution. Monitor performance by analyzing user behavior, feedback, and key metrics to uncover pain points and opportunities for improvement. Define conversational flows (chat/voice) and business rules aligned with backend processes and system integrations (e.g., CRM, booking platforms). Become the journey expert by developing deep knowledge of digital functionalities, internal/external policies, operational processes, and customer communication. Drive Prime-aligned enhancements, partnering with the Prime team to ensure high-value, differentiated experiences. Collaborate cross-functionally with Product, Engineering, User Experience, CX, Operations, and others to implement impactful digital improvements. Gather customer insights from surveys, interaction analysis, mystery shopping, social media, and internal tools — and translate them into actionable recommendations. Build business cases to support proposed changes or investments, grounded in data, customer impact, and operational efficiency. What you need to succeed:Good to have Proven experience owning and optimizing end-to-end customer journeys across digital touchpoints, including chatbots, voicebots, and self-service flows. Strong understanding of voice and conversational AI platforms, including IVR and voicebots (e.g., Genesys, Twilio, Amazon Connect, Dialogflow, Ada). Skilled at defining business requirements, guiding flow design and optimization, and evaluating performance metrics such as containment, routing, escalation, and usability. Strong analytical skills to interpret journey data, customer behavior, and CX metrics (e.g., CSAT, NPS, contact rates), using tools like Google Analytics, Amplitude, Mixpanel, or Power BI. First-hand experience in a customer service environment, with a solid grasp of frontline challenges, contact drivers, and how to turn them into scalable digital solutions. Ability to map journeys and service blueprints, identify friction points, and prioritize improvements that enhance resolution and reduce effort. Proven cross-functional collaboration skills, with experience aligning Product, IT, CX, Legal, and Ops teams on shared CX goals. Strong influencing and change leadership capabilities, able to drive alignment, support execution, and embed strategic improvements across teams. Customer-first mindset with deep empathy, focused on delivering seamless, self-service-first experiences that build trust, loyalty, and Prime value. What's in it for you?The Best Talent Deserves The Best BenefitsAt 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 the possibility of choosing your equipment and, even better, keeping it for free after 3 years. 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 outcome, not time-in-seat. 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 onLinkedInand 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 nowWe 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.