CS Transformation & Implementation Specialist

lastminute.com

1d • Remote

About The Position

We are looking for a CS Transformation & Implementation Specialist to join our team and help us shape the next generation of internal platforms supporting the traveller’s journey. If you are passionate about turning complexity into scalable solutions, leveraging AI to improve operational workflows, and thriving at the intersection of CS Operations, Product, and Technology, keep on reading, you might be the perfect fit for this role.

What your impact 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 arc of a change, from understanding how the operation works today, designing target workflows inside a new system, to building, launching, and proving real business impact, you will ensure our internal tools simplify daily work, improve efficiency, and contribute to a smoother experience for our travellers.

Requirements

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

Nice To Haves

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

Responsibilities

• Shape and deliver a new customer operations platform: Take end-to-end ownership of key areas of a new AI-ready back-office and customer operations platform, including cloud omnichannel migrations (with direct Zendesk implementation involvement).
• Lead discovery activities to analyze current operational workflows, triaging, routing, escalations, and pain points across all contact channels.
• Help define the future 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, scalable platform, defining structured requirements and realistic roadmaps.
• Drive AI and automation initiatives: Identify manual, repetitive, and low-value activities across the operation and design solutions that remove them.
• Scope and deliver AI-enabled solutions (such as conversational AI, intelligent triage and routing, agent assist/copilot tools, generative replies, automated summarization, or quality 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 risk degrading the user experience or simply shifting complexity elsewhere.
• Shape product delivery and roadmap execution: Lead implementation from discovery through configuration, migration, testing, cutover, and post go-live stabilization.
• Translate operational needs into clear specifications, BPMN process models, user stories, and iterative releases.
• Balance strategic thinking with execution rigor, prioritizing backlog items based on value, feasibility, and operational impact.
• Continuously adapt priorities based on business needs, operational feedback, and product insights while taking accountability for outcomes.
• Enhance the customer operations ecosystem: Design the operational reporting framework in new systems and ensure continuity with existing performance baselines.
• Leverage workflow orchestration tools, low-code/no-code platforms, RPA, and system integrations via APIs/connectors to streamline processes across the traveller journey.
• Model complex end-to-end flows, understanding how a change in one step affects the rest of the chain to maintain a simple, reliable platform.
• Collaborate with stakeholders and teams: Act as the key connector between CS Operations, Product, IT, Data, and Machine Learning teams.
• Align cross-functional stakeholders with different priorities on scope, risks, timelines, and trade-offs, influencing without formal authority.
• Drive platform adoption through structured enablement, training, and change management engagement.
• Monitor performance after launch, measuring real impact against established operational KPIs to prove the change delivered what it promised.

Benefits

• 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 anywhere for a period of time per year defined according to local regulations
• Fri-Yays: half a day on Friday morning with a no-meeting mandate and dedicated to deep work, personal growth, learning and training and/or focus time.
• Professional and managerial skills development training paths, access to e-learning platforms such as O’reilly, Udemy, Coursera (depending on the department), and to our internal platform offering bespoke training content
• 2 paid days off per year for volunteering purposes
• Occasional social events to foster connections among colleagues
• Travel industry discounts and flash exclusive staff fares
• Leave options (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed