Cx Prevention Lead

As you contemplate your future, you might be asking yourself, what’s the next step?

Start your journey with us We’re seeking an **an experienced Prevention Lead to join our CX Team in Barcelona (Hybrid).**

To play a key role in streamlining operational processes, identifying areas for improvement, and implementing effective solutions to minimize both internal and external financial losses. If you’re ready to soar, we’re ready to take you there.

**Why eDreams ODIGEO**

Join the world’s leading travel subscription platform and one of the largest e-commerce businesses in Europe.

20 million customers - 44 markets - 5 brands - 7M members in Prime

16.2 million bookings FY23 - More than 50,000 bookings per day - 100 million daily user searches

1400 employees - More than 60 different nationalities - 99% permanent contracts - 36.3 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

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
- Crafting Solutions for E-Commerce Excellence
- 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**:
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.
- Avilability to travel and provide on-site support to CX Partners

**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 the possibility of choosing your equipment and, even better, keeping it for free after 3 years.

Design Community
- It’s about joining a community of almost 50 passionate designers from all over the world Whether you’re collaborating with our talented research and content teams or exploring new educational opportunities to level up your skills, there’s always room to grow. Plus, with a diverse and supportive environment, we’re all about having fun while achieving big things together. Oh, and here’s a little Easter egg - join us to know who the banned-in-the-team musician and where’s the hidden office spot with the sweets

Continuous learning to fuel your growth and explore new horizons
- 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