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.

Your expertise:

• 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).

Desirable:

• 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.

What Success Looks Like

First twelve months:

• The new platform is designed and delivered to plan across the agreed scope, with a controlled cutover and no material disruption to service levels.
• Target ways of working are defined, agreed upon, and actually running in the new system rather than documented and ignored.
• Reporting continuity is maintained across the transition, with a reliable baseline to measure performance against.
• A clear, prioritized automation and AI roadmap is established, with initial high-impact initiatives delivered and measured.
• Strong adoption across the operation, evidenced by actual usage and quality measures.

Beyond year one:

• Sustained improvement in efficiency and consistency, measured against the initial baseline.
• Automation and AI capabilities are expanded and adopted with quantified business impact.
• A coherent, up-to-date design model of operational workflows is maintained as the department continues to evolve.

Perks of working with us:

How we work together:

• An inclusive, friendly, and international environment (you’ll be working with colleagues from +10 countries and over 48 nationalities)
• 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

How we learn together:

• 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

Other perks:

• 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
• We support our employees through life's significant moments with leave options (e.g parental responsibilities, marriages, bereavements, relocations, etc.) in line with local laws.

Wish you were here? We do, too!

Selection process steps*:

• HR interview (10-30 minutes)
• 1st interview (Manager)
• 2nd interview (Team)
• Offer extended

(*Please note the process can slightly vary. The recruiter in charge will share more details when setting up the interview)

Our commitment to celebrate diversity and generate belonging:

At the heart of our culture is a commitment to inclusion across race, gender, age, sexual orientation, religion, gender identity or expression, and accessibility. We strongly believe in an equal opportunity space, which is welcoming and celebrates the uniqueness of everyone who works here. We value different lived experiences and respect viewpoints, as we know unicity drives innovation. We want to make sure our people reflect the communities across the world we help travel.

Eligibility criteria:

By submitting your information and application, you confirm that you are legally authorised to work in the country of employment and that you do not require visa sponsorship to obtain employment visa status.