About Omio

At Omio, we take a unique approach to travel. Our pioneering search platform provides a seamless way to find and book the fastest, cheapest, and best travel options by train, bus, flight, and ferries to thousands of cities, towns, and villages across Europe, the United States, and Canada. That translates not only into financial savings for you but also means you have more time on your hands to enjoy your travel experiences! We are a founder-led business and our amazing CEO, Naren Shaam, is as passionate about Omio as he was on day one.

About Team

The customer experience team’s mission is to be the customer advocate throughout the end-to-end customer journey. We establish and raise experience standards throughout the end-to-end journey by using an insight base and data-driven approach. We are uniquely positioned as the bridge between Customer Service and other departments (e.g. TPD, Commercial) and through customer insights we influence product roadmaps, and customer service efforts, and optimize the customer experience globally.

• Work closely with the in house CS leads, Vendor Manager and our outsourced partner to propose and implement a quality management process to effectively monitor and manage day to day quality performance of the teams
• Work closely with other stakeholders in Tech, Product, Commercial, Marketing to identify new projects, establish project scope, KPI's and provide thought leadership and actionable recommendations for improvements
• Coordinate cross functional requests, projects or ongoing initiatives to uncover customer insights aimed to improve customer experiences, product delivery success and processes
• Use a variety of tools to ingest and analyze data such as Tableau, Zendesk, and other qualitative customer feedback (working in partnership with DSI, BusRadar, Payments & Fraud)
• Structure results and recommendations that deliver key insights and create compelling cases for changes to CS quality and customer experience
• Support projects aiming at improving and maintaining operational KPIs such as service-level agreement (SLA)/response time, net promoter score (NPS), etc.
• Identify opportunities to promote customer self-service and reduce future ticket volume
• Elevate the voice of the customer by accurately tagging and bucketing product support tickets allowing Ops Leadership to provide quantifiable and actionable product feedback and pain points to TPD
• Represent CX on product planning & other related activities

• Your customer focus is unique. You understand the customers' needs, as well as the business needs and have a pronounced understanding of possible challenges and obstacles
•  Passionate about driving a high quality culture for our teams to adopt and deliver for our customers
• Exceptional analytical skills, you know how to extract insights from the data and communicate these clearly
• Excellent verbal and written communication skills and ability to work across multiple teams, align goals and deliverables and drive overall success independent of organizational boundaries
• Ability to deep dive into processes, and systems and develop innovative ideas for process challenge
• Demonstrated ability to make courageous recommendations and decisions to drive significant organizational change
• You can communicate complex concepts clearly and persuasively across different audiences
• A highly motivated team player, and an expert in managing conflicts and priorities with both teams and stakeholders. You take responsibility for your tasks and work in an independent and structured manner

What’s in it for you? #LifeAtOmio

• Have an impact. With innovation and smart technology, we are changing the way people travel, and you too can have an impact on this ride
• A competitive and attractive compensation package
• Subsidized Urban Sports Club membership
• A diverse team of more than 45 nationalities

Diversity makes us stronger

We value diversity and welcome all applicants regardless of ethnicity, religion, national origin, sexual orientation, gender, gender identity, age or disability.

Hiring process and background checks
At Omio, we work in partnership with Giant Screening, once a job offer has been accepted, Giant will be engaged to carry out background screening. Giant will reach out to you via email and occasionally via telephone/text message so that they can gather all the relevant information required. Consent will be requested prior to any information being passed to our services company.

Intrigued? Apply here in English.