Remote CS Transformation & AI Automation Specialist

lastminute.com; Madrid; Presencial; EUR 85.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Shorter working week (36h) hyvin

Flexible start and end times

Remote work from Spain/Portugal/Roman­

Volunteer days

Travel industry discounts

Descripción de la vacante

lastminute.com is seeking a CS Transformation & Implementation Specialist to lead a major Customer Service transformation. You will own end-to-end platform delivery, interface with Product and Technology, and translate operational needs into scalable workflows and AI-enabled solutions.

The role sits between CS Operations and Technology, with a focus on renewing an omnichannel platform, integrating Zendesk, and driving measurable business impact across the traveler journey.

Formación

• Around 5 years of experience in transformation delivery, product ownership, business analysis, or systems implementation.
• Hands-on experience implementing and operating cloud customer service platforms; Zendesk implementation is required.
• Strong discovery and solution design skills including BPMN workflow modeling and data taxonomy.
• Proven experience delivering automation and AI initiatives in customer service or operations.
• Advanced proficiency in operational data analysis with KPI tracking and impact measurement.

Responsabilidades

• Shape and deliver a new AI-ready back-office and customer operations platform.
• Lead discovery to analyze workflows, triaging, routing, and pain points across channels.
• Define future operational model, solution design, and data structures with stakeholders.
• Drive AI and automation initiatives to remove low-value tasks.
• Lead implementation from discovery through cutover and post-launch stabilization.
• Collaborate with CS Operations, Product, IT, Data, and ML teams to align priorities.

Conocimientos

Transformation delivery

Product ownership

Business analysis

Systems implementation

Zendesk implementation

BPMN workflow modeling

RPA

APIs/connectors

AI / automation initiatives

Herramientas

Zendesk

Excel

Google Sheets

BI tools

BPMN

RPA

APIs/Integrations

Descripción del empleo

lastminute.com is seeking a CS Transformation & Implementation Specialist to lead a major Customer Service transformation. You will own end-to-end platform delivery, interface with Product and Technology, and translate operational needs into scalable workflows and AI-enabled solutions.

The role sits between CS Operations and Technology, with a focus on renewing an omnichannel platform, integrating Zendesk, and driving measurable business impact across the traveler journey.