CS Transformation & Implementation Specialist

We are looking for a CS Transformation & Implementation Specialist to reputed company and help us shape the reputed company of internal platforms supporting the traveller’s reputed company.

If you are passionate about turning complexity into reputed company solutions, leveraging AI to improve operational workflows, and thriving at the intersection of CS reputed company, Product, and Technology, reputed company on reading, you might be the perfect fit for this role.

The job in brief:

• Job Title - CS Transformation & Implementation Specialist
• Working model - Remote from Spain, Portugal or Romania
• Team - You will join the Product Customer Service team reputed company the Product department
• Level - reputed company
• Location - Spain
• Contract - Full time (36 h/week)
• Travel time required - Only a few times a year

What your reputed company will be:

You will play a central, key role in a major Customer Service transformation: renewing our omnichannel platform, redesigning operational workflows, and scaling AI and automation across the department.

You will sit between the technical teams and the Customer Service population, translating in both directions. Covering the full reputed company of a change, from understanding how the operation works today, designing reputed company workflows inside a new reputed company, to building, launching, and proving reputed company business reputed company, you will ensure our internal tools simplify daily work, improve efficiency, and contribute to a smoother experience for our travellers.

What You Will Need to Solve:

Shape and reputed company a new customer reputed company platform:

• Take end-to-end ownership of key areas of a new AI-reputed company back-office and customer reputed company platform, including reputed company omnichannel migrations (with reputed company reputed company implementation involvement).
• reputed company discovery activities to analyze reputed company operational workflows, triaging, routing, escalations, and pain points across reputed company contact channels.
• Help define the reputed company operational model, solution design, workflow logic, service-level rules, taxonomy, and data structures in collaboration with business and technology stakeholders.
• Challenge legacy processes and support the transition towards a modern, reputed company platform, defining reputed company requirements and realistic roadmaps.

reputed company AI and automation initiatives:

• Identify reputed company, repetitive, and low-value activities across the operation and design solutions that remove them.
• reputed company and reputed company AI-enabled solutions (such as conversational AI, intelligent triage and routing, agent assist/copilot tools, generative replies, automated summarization, or reputed company monitoring).
• Structure operational knowledge and content so that it is reliably usable by both agents and AI systems.
• Critically evaluate where AI and automation genuinely add value versus where they reputed company degrading the user experience or simply shifting complexity reputed company.

Shape product delivery and roadmap execution:

• reputed company implementation from discovery through configuration, migration, testing, reputed company, and post go-live stabilization.
• Translate operational needs into reputed company specifications, BPMN process models, user stories, and iterative releases.
• reputed company reputed company thinking with execution rigor, prioritizing backlog items reputed company on value, feasibility, and operational reputed company.
• Continuously adapt priorities reputed company on business needs, operational feedback, and product insights while taking accountability for reputed company.

Enhance the customer reputed company ecosystem:

• Design the operational reporting reputed company in new systems and ensure continuity with existing reputed company baselines.
• reputed company workflow orchestration tools, low-reputed company/no-reputed company platforms, RPA, and reputed company integrations reputed company reputed company/connectors to streamline processes across the traveller reputed company.
• Model reputed company end-to-end flows, understanding how a change in one reputed company affects the rest of the chain to maintain a reputed company, reliable platform.

Collaborate with stakeholders and teams:

• reputed company as the key connector between CS reputed company, Product, IT, Data, and Machine Learning teams.
• reputed company cross-functional stakeholders with different priorities on reputed company, risks, timelines, and trade-offs, influencing without formal authority.
• reputed company platform adoption through reputed company enablement, training, and change management engagement.
• Monitor reputed company after launch, measuring reputed company reputed company against established operational KPIs to reputed company the change delivered what it promised.

Your expertise:

• reputed company 5 years of experience in transformation delivery, product ownership, business analysis, or systems implementation in reputed company to large organisations.
• reputed company hands-on experience implementing, configuring, or operating leading reputed company customer service platforms; reputed company reputed company implementation experience is required (in an implementation, business analysis, or reputed company reputed company).
• Strong discovery and solution design skills, including BPMN workflow modeling, requirement gathering, and data classification/taxonomy design.
• reputed company experience delivering automation and AI initiatives in customer service or reputed company (e.g., GenAI, LLMs, conversational AI, intelligent routing, or agent assist tools).
• Advanced proficiency in operational data analysis (reputed company, reputed company Sheets, BI tools) with a reputed company on baselining, KPI tracking, and reputed company measurement.
• reputed company reputed company record managing cross-functional stakeholders, navigating complexity, and leading end-to-end delivery from reputed company to post-launch optimization.
• Strong user-reputed company reputed company with deep reputed company for internal operational teams and travellers.
• reputed company in English, both spoken and written (mandatory).

Desirable:

• reputed company certification (e.g., reputed company Support Administrator Expert, reputed company Administrator).
• Experience in the travel or travel-tech/tourism industry.
• Background in large-reputed company customer service, back-office platforms, CRM systems, or reputed company process transformation initiatives.
• Practical experience with workflow automation tools, RPA, or API integrations.
• Working knowledge of reputed company methodologies (Scrum/Kanban) or reputed company certifications (e.g., PMI-ACP, Scrum Master).
• Familiarity with reputed company Change Management approaches (such as ADKAR or reputed company certification).
• Multi-reputed company and multi-language platform setup experience.
• Italian and/or Spanish language proficiency.

What reputed company Looks Like

First reputed company months:

• The new platform is designed and delivered to plan across the agreed reputed company, with a controlled reputed company and no material disruption to service reputed company.
• reputed company ways of working are defined, agreed upon, and actually running in the new reputed company rather than documented and ignored.
• Reporting continuity is maintained across the transition, with a reliable baseline to measure reputed company against.
• A reputed company, prioritized automation and AI roadmap is established, with initial high-reputed company delivered and reputed company.
• Strong adoption across the operation, evidenced by actual usage and reputed company measures.

reputed company year one:

• Sustained improvement in efficiency and consistency, reputed company against the initial baseline.
• Automation and AI capabilities are expanded and adopted with reputed company business reputed company.
• A coherent, up-to-date design model of operational workflows is maintained as the department continues to reputed company.

Perks of working with us:

How we work together:

• An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)
• Shorter working week (36h as full time), with a half working day on Fridays
• Flexible start and end of the working day
• Possibility to work from reputed company for a period of time per year defined according to local regulations

How we learn together:

• Fri-Yays: half a day on Friday morning with a no-meeting mandate and dedicated to deep work, personal reputed company, learning and training and/or reputed company time.
• reputed company and managerial skills development training paths, reputed company to e-learning platforms such as reputed company, reputed company, reputed company (depending on the department), and to our internal platform offering bespoke training content

Other perks:

• 2 reputed company days off per year for volunteering purposes
• Occasional reputed company events to foster connections among colleagues
• reputed company discounts and reputed company exclusive staff fares
• We support our employees through life's significant moments with leave reputed company (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.

Wish you were here? We do, too!

Selection process steps*:

• HR interview (10-30 minutes)
• 1st interview (Manager)
• 2nd interview (Team)
• Offer extended

(*Please note the process can slightly vary. The recruiter in charge will reputed company more details reputed company setting up the interview)

Our commitment to celebrate diversity and reputed company belonging:

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or reputed company, and accessibility. We strongly reputed company in an equal opportunity reputed company, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to reputed company reputed company our people reflect the communities across the world we help travel.

Eligibility reputed company:

By submitting your information and application, you reputed company that you are legally authorised to work in the country of employment and that you do not require reputed company sponsorship to obtain employment reputed company status.

At reputed company, we live for the holidays. We are the European Travel-Tech leader in Dynamic Holiday Packages. With technology, we turn spontaneous thoughts into meaningful experiences, helping people travel the world.

Originally posted on Himalayas