CS Transformation & Implementation Specialist

At lastminute.com, 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.

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.

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 within the Product department
• Level - Professional
• Location - Spain
• Contract - Full time (36 h/week)
• Travel time required - Only a few times a year

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.

What You Will Need to Solve:

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.