Senior E2E Customer Journey Lead

Holafly; Lisboa; Presencial; EUR 60 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote‑first culture

High impact role

Resumo da oferta

Holafly seeks an experienced CX/Service Design professional to architect and own the end-to-end customer journey across our global traveler and business user base. You will translate VOC and operational data into actionable improvements with high autonomy, influencing cross‑functional teams and business outcomes.

This is an individual contributor role today, with the potential to mentor others and lead a growing function as it matures, leveraging Lean methods and AI-driven solutions to elevate

Qualificações

• 5-7+ years of experience in Customer Experience, Product Operations, or Service Design.
• Hands-on, roll-up-your-sleeves approach, comfortable operating at both strategic and tactical levels.

Responsabilidades

• Define and own the E2E Customer Journey, including end‑to‑end ownership of internal operational processes.
• Identify improvement opportunities in other departments and collaborate to ensure alignment with a high-quality customer experience.
• Orchestrate journey-level changes with autonomy and coordinate with internal CX teams and external departments for swift improvements.
• Drive the global Contact Rate KPI by leveraging AI and automation to enhance internal processes and self-service solutions.
• Lead VOC feedback loop, translating customer insights into actionable actions to improve the user experience.

Descrição da oferta de emprego

Holafly seeks an experienced CX/Service Design professional to architect and own the end-to-end customer journey across our global traveler and business user base. You will translate VOC and operational data into actionable improvements with high autonomy, influencing cross‑functional teams and business outcomes.

This is an individual contributor role today, with the potential to mentor others and lead a growing function as it matures, leveraging Lean methods and AI-driven solutions to elevate