Director of CX Service Excellence
eDreams Barcelona
Experteer Overview
In questa role, you will shape the end-to-end customer experience for a leading travel subscription group, guiding journeys with both AI and human support. You will partner with cross-functional teams to embed CX thinking early in projects and elevate interaction quality across all touchpoints.You’ll lead hybrid intelligence training to balance world-class service with cost efficiency, and steward our online reputation to amplify the brand voice. This is a strategic, data-driven leadership role that drives transformation through measurement, experimentation, and scalable practices.
Join a high-growth, innovative environment where your vision shapes how millions of customers travel with us.
Compensaciones / Beneficios- Journey Mastery: own and optimize end-to-end offline and digital customer journeys using AI and human support, ensuring intuitive, frictionless interactions
- Hybrid Intelligence Training: lead training strategy for both agents and voice AI to maximize support quality and retention while controlling costs
- Reputation Advocacy: oversee global online reputation management and ensure contact centers reinforce the brand voice
- Quality Innovation: define and scale methods to evaluate interactions using CSAT, DSAT, and FCR to improve efficiency
- Insight-Driven Transformation: leverage quality data to redesign journeys and drive broader organizational improvements
- Extensive CX support environment experience with measurable results
- Proven leadership of a CX support center and cross-functional collaboration
- Growth mindset and ability to rapidly learn and apply new concepts
- Experience transforming teams and driving automation of repetitive tasks
- Experience working with AI systems
- Prime Plus membership
- competitive salary and benefits package
- flexible benefits
- performance-based bonuses
- relocation support
- equipment lifecycle program
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