CX Training Lead (Traveltech)

TL;DR

CX Training Lead (Traveltech): Coordinating and managing training needs for delivery centers to ensure high-quality standards and organizational efficiency with an accent on technical skills training and process optimization. Focus on designing technical training content, certifying trainers, and integrating AI-driven tools into workflows to enhance productivity.

Location: Hybrid (Barcelona, Spain). Relocation support is available.

Company

World's leading travel subscription platform powering a hyper-personalised service via a proprietary AI platform.

What you will do

• Assess and coordinate training needs for front office, back office, online, and offline functions across delivery centers.
• Oversee training operations, conduct onsite visits to certify trainers, and facilitate workshops.
• Design, deliver, and maintain all technical training content and roadmaps.
• Analyze knowledge test results and implement targeted improvement initiatives.
• Collaborate with quality and operations teams to identify and address agent training gaps.
• Stay updated on products, pricing, promotions, and procedures to ensure training accuracy.

Requirements

• Experience in managing training operations within a CX or customer service environment.
• Ability to design, deliver, and evaluate technical training programs.
• Must be based in or be able to relocate to Barcelona, Spain.
• Comfort using practical AI tools such as Gemini or other AI-powered assistants.
• Experimentation mindset and agility in adapting to emerging AI-driven solutions.

Nice to have

• Demonstrated ability to leverage AI tools to streamline processes and enhance productivity.

Culture & Benefits

• Rewarding compensation package including performance-based bonuses and flexible benefits.
• Hybrid home-office model focused on outcomes for better work-life balance.
• Continuous learning through free Coursera access, tech training, and the eVOLVE Program.
• Relocation support and premium role-based equipment.
• Vibrant company culture with after-work events, padel tournaments, and an Agile mindset.
• Additional perks: Prime Plus membership, birthday day off, and free office snacks.