CX Prevention Lead - (Hybrid)

Job Title: CX Prevention Lead

Join our CX team in Barcelona (Hybrid).

What you will do

• Reducing manual and technical errors through proactive measures, ensuring compliance with legal and business requirements, and mitigating provider losses.
• Performing audits across all categories to ensure continued compliance.
• Conducting daily reviews with our CX Partners to address knowledge gaps.
• Leading calibration sessions to ensure compliance with categorization standards.
• Maintaining and updating internal documentation and local work instructions to prevent manual errors.
• Tracking technical issues with financial impact and engaging stakeholders for timely resolution.
• Providing expert recommendations for process improvements across all business areas.
• Identifying opportunities for automation to enhance performance and customer satisfaction.
• Optimizing customer service workflows, journeys, and escalation processes to reduce effort.
• Participating in business reviews, tracking action points, and ensuring timely follow‑ups.

What you need to succeed

• Proficiency with CRM software and data analysis tools.
• Fluent in English (knowledge of additional languages is a plus).
• Self‑motivated with a proactive, can‑do attitude.
• Strong ability to collaborate in cross‑functional teams.
• Excellent numerical, analytical, and presentation skills.
• Team‑oriented with a focus on collaboration.
• Results‑focused with a drive to achieve goals.
• Availability to travel and provide on‑site support to CX Partners

Preferred Qualifications

• Experience with Applied AI Tools: Demonstrated comfort using practical AI tools such as Gemini, or other AI‑powered assistants.
• Experimentation Mindset: Curiosity and eagerness to explore, experiment with, and integrate emerging AI‑driven solutions into workflows.
• AI‑Enhanced Problem Solving: Ability to effectively leverage AI tools to streamline processes, and enhance productivity.
• Adaptability and Learning Agility: Enthusiastic about continuously learning and quickly adapting to new AI features and capabilities.

What’s in it for you

• A rewarding Compensation package! Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance‑based bonuses, birthday day off, discounts and partnerships, relocation support and premium equipment with role‑based selection options and device ownership through our equipment lifecycle program when it reaches its refresh cycle.
• Continuous learning to fuel your growth and explore new horizons! Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
• Grow opportunities to empower your career and unleash your potential! Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
• Your Well‑being is our priority. Embrace Freedom and Flexibility! At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home‑office model focused on outcomes. You’ll be able to find the right work‑personal life balance that suits you best.
• Work hard, party hard! We believe in having fun and connecting with colleagues! Join eDO for after‑work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
• Enjoy a dynamic and healthy environment! Be innovative, take risks, and share your ideas. Our diverse and open‑minded teams support high performance, learning, and growth. You’ll work in an Agile mindset environment with recognition at our core.

We are an equal‑opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation. Don’t meet every requirement? If you’re excited about this role but do not feel your experience aligns perfectly with all the requirements we strongly encourage you to apply nevertheless.