CS Transformation & Implementation Specialist
Location: Madrid, MD, es, Remote
Company Description 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.
Job Description 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 (wit

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