Implementation Specialist – Customer Service
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 an Implementation Specialist – Customer Service to join our team of around 1,700 people worldwide and help us power up the traveller’s journey for millions of holidaymakers. If you are passionate about turning complexity into scalable solutions and enjoy working at the intersection of Operations, Product, and Technology, keep on reading — you might be the perfect fit for this role. In this role, you will be responsible for driving the successful rollout of new tools, systems, and process improvements across Customer Service Operations. You will act as a key bridge between operational teams and the teams designing and building our platforms, ensuring alignment, clarity, and measurable impact. You will join our Customer Service Delivery team, a fast-paced and impactful environment where your work will directly contribute to improving operational efficiency and customer experience. The job in brief: Job Title – Implementation Specialist – Customer Service Working model – remote from Spain Team – you will join the Customer Service Delivery team Level – Professional Location – Madrid, Spain Contract – Permanent, full time (36 h/week) What your impact will be: End-to-end implementation: Lead the rollout of new tools, platforms, and processes across Customer Service Operations Cross-functional alignment: Act as the key connector between Operations, Product, IT, and Data teams Requirements translation: Transform operational needs and pain points into structured requirements and clear implementation roadmaps Stakeholder management: Align stakeholders on scope, priorities, timelines, and risks Automation & efficiency: Drive initiatives to reduce manual work and increase scalability AI enablement: Identify and implement AI-driven solutions to enhance operational efficiency and customer experience Go-live & adoption: Ensure smooth launches through structured enablement and stakeholder engagement Continuous improvement: Monitor post-launch performance and iterate to maximise impact
Qualifications
Your expertise: Proven experience implementing complex tools or systems in medium-to-large organisations Strong project management experience with measurable delivery outcomes Experience in process automation and workflow optimisation Strong stakeholder management and cross-functional collaboration skills Analytical mindset with a KPI-driven approach Ability to operate effectively in structured yet evolving environments Fluency in English (spoken and written) Desirable: Experience in Customer Service or Operations environments Background in the tourism or travel-tech industry Experience with AI-driven platforms, CRM systems, chatbots, or automation tools Experience working in Agile environments (Scrum, Kanban) Agile certifications (e.g. Scrum Master, PMI-ACP) Familiarity with Change Management frameworks (e.g. ADKAR) Prosci or similar Change Management certification Additional Information 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, with core hours from 10:00 to 4:00 pm 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. Department: Customer Service Apply To This Job