CX Training Lead (Hybrid)

About the role

eDreams ODIGEO is looking for an experienced CX Training Lead to join its Customer Experience team in Barcelona. The role is hybrid, combining onsite presence at delivery centres with remote collaboration. You will be responsible for ensuring high‑quality training across the organisation and supporting the company’s financial health through efficient training processes.

Key responsibilities

• Assess training needs across front‑office, back‑office, online and offline functions.
• Oversee training operations for assigned delivery centres.
• Conduct onsite visits to certify trainers, deliver train‑the‑trainer sessions and co‑facilitate when required.
• Facilitate workshops and development sessions as needed.
• Run regular knowledge tests, analyse results and implement improvement initiatives.
• Collaborate with quality and operations teams to understand agent training requirements.
• Design, deliver and evaluate technical‑skill training.
• Create, manage and maintain all technical training content.
• Maintain training roadmaps for the assigned centres.
• Stay up‑to‑date with product, pricing, promotions and procedural changes.

Required profile

• Proven experience as a CX Training Lead or similar training management role.
• Strong ability to assess training needs and develop effective training programmes.
• Experience conducting trainer certification and train‑the‑trainer sessions.
• Capability to work collaboratively with cross‑functional teams.

Required skills

What we offer

• Opportunity to work for the world’s leading travel subscription platform.
• Hybrid work model in a vibrant Barcelona office.
• Exposure to a fast‑growing, AI‑driven travel ecosystem.