CX Business Manager

CX Business Manager - (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 Business Manager
to join our Customer Experience - Strategy & Insights (CSI) team in Barcelona (Hybrid) to drive data insights to support strategic decisions and lead the end-to-end CX business cases - from ideation and securing leadership approval to full-scale implementation - to achieve key objectives in customer retention, loyalty, and growth, establishing CX as a competitive advantage for eDO. 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.

Millions of customers every year across 44 markets – 5 brands – over 7.5 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 1,700 employees – More than 60 different nationalities from all continents – 99% permanent contracts

We're the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe. We are a 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 Senior Business Specialist in the Customer Experience - Strategy & Insights (CSI), you will be in charge of:

• Develop data-driven insights to support decision-making with Business Owner/s (End-to-End initiative ownership)
• Identify and analyze relevant customer data to drive CX business goals, focusing on retention, subscription, and support; turn data into actionable insights, identify opportunities, and present insights
• Define KPIs and Reporting needs to track performance and drive improvements
• Own the full project lifecycle, from initial business case and budget approval through to final launch, tracking, and post-launch iteration with greater independence
• Help eDO Analysts by acting as the main CX POC and providing analytical guidance and support (Analytical guidance & quality assurance)
• Act as the main business logic owner for the different CSI Data Analysts, by providing guidance on context, KPIs, reports, etc.
• Serve as the primary go-between for the other Business Analyst (e.g., Prime, Check-out) by resolving data problems and securing technical support to ensure data quality and availability
• Assess new initiatives' impact jointly with Business owners in CX KPIs and different areas within Operations
• Create dashboards and tracking with internal Business Intelligence tools to contribute to the monitoring, tracking, and driving insights of our business KPIs (Master SQL and database skills needed to create the various tables & graphs)
• Present to Leaders (Strategic visibility & influence)
• Regularly present business cases and key insights to Leadership to get approval and budget for major projects
• Act as a trusted advisor, translating complex data into clear, actionable advice for executive decisions

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:

• Bachelor's degree in a quantitative field (Computer Science, Engineering, Economics, Mathematics, etc.) or Business Administration (Finance specialization).
• Minimum 3 years of experience in data analysis.
• Strong analytical skills and attention to detail; focused on productivity and results.
• Excellent communication skills, able to present insights clearly and concisely.
• Strong stakeholder management and influencing abilities.
• Ability to work under pressure and meet deadlines.
• Capable of breaking down complex problems into actionable insights.
• Proactive, motivated, self-directed, and customer-focused.
• Fluency in English.
• SQL and database skills to create various tables & graphs
• Advanced Office skills.
• Strong experience with analytical tools, ideally Google Suite (Sheets, Docs, etc.).
• Experience with data visualization tools (Google Data Studio, Power BI, Tableau, etc.).
• Experience in online travel or e-commerce is preferred but not required.

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.