Description
Your future team
Customer Happiness Excellence (CHX) is the enablement engine of Customer Service - ensuring every human and AI agent has the right knowledge, skills, and quality guardrails to deliver on our customer promise. We are a team of four pillars - Knowledge, Policy, Skill, and Quality Enablement - each owning a critical piece of that foundation. You will be owning the Skill Enablement pillar, responsible for the Customer Happiness Team's (CHT) operational readiness and capability building.
Your role in this journey
You own how CHT learns, ramps up, and stays equipped. As automation handles the routine, our agents step in for the complex - escalations, edge cases, and judgement calls. You design and build the training programs, manage Sana LMS, and track whether learning is actually working. This is not a facilitation-only role, you design, build, and continuously improve in a fast-paced, AI-heavy environment.
Onboarding & Ramp-Up
- Own the full onboarding lifecycle for new CHT hires and vendor teams - from kick-off to go-live sign-off - across all Lines of Business
- Build ramp-up curricula that embed the customer promise: not just what to do, but why and how
- Design, monitor, and continuously improve shadowing and nesting periods for new agents - defining what 'ready to go live' looks like for each role and vendor tier
Training & Capability Building
- Create and deliver targeted training for new launches, policy changes, and scope expansions - from microlearning to full programs - coordinated across internal teams and vendor partners
- Design power skills training for an AI-first environment: critical thinking, de-escalation, contextual case reading, emotional resilience and other
Competency & Performance Upskilling
- Own and evolve the CHT Skill Model, identify training needs from quality findings and KPI gaps, and design upskilling interventions and pre-high season learning sprints
- Build learning pathways tied to performance diagnostics and competency levels
LMS Ownership
- Administer CHT spaces in Sana LMS - user management, access rights, learning paths, assessments, and certification logic
- Track completion and competency data, use analytics to improve content, and enable SMEs through train-the-trainer sessions
Your backpack is filled with
- 3+ years in L&D, instructional design, or training enablement in a fast-moving operational environment
- Background in customer service or contact centre environments
- End-to-end ownership of training projects from needs analysis to delivery and sign-off
- LMS administration experience (Sana or equivalent) - content, learning paths, assessments, reporting
- Experience working with SMEs to turn expertise into scalable, reusable content
- Experience designing training for external vendor or partner teams
- Ability to translate operational complexity into clear, usable learning - not just content, but context
- Familiarity with Confluence, Jira, and Google Workspace, as well as with AI-powered content creation or prompt-based learning tools
Our adventure includes
- Impact: Shape the future of travel with products used by millions of guests and thousands of hosts. At Holidu ideas become products, data drives decisions, and iteration fuels fast learning. Your work matters,and you'll see the impact.
- Learning: Grow professionally in a culture that thrives on curiosity and feedback. You'll learn from outstanding colleagues, collaborate across disciplines, and benefit from mentorship, and personal learning budgets,with a strong focus on AI.
- Great People: Join a team of smart, motivated and international colleagues who challenge and support each other. We celebrate wins and keep our culture fun, ambitious and human. Our customers are guests and hosts,people we can all relate to,making work meaningful and energizing.
- Technology: Work in a modern tech environment. You'll experience the pace of a scale-up combined with the stability of a proven business model, enabling you to build, test, and improve continuously.
- Flexibility: Work a hybrid setup with 50% in-office time for collaboration, and spend up to 8 weeks a year from other inspiring locations. You'll stay connected through regular events and meet-ups across our almost 30 offices.
- Perks on Top: Of course, we also offer travel benefits, gym discounts, and other perks to keep you energized,but what truly sets us apart is the chance to grow in a dynamic industry, alongside amazing people, while having fun along the way.
Want to travel with us?
Apply online on our career page! Your first travel contact will be Lena from HR.