Junior Process & Procedures Specialist

Company Description

Launched in 1998, this pioneering British-born brand has specialized in creating unforgettable experiences - from city breaks, hotels, and holidays to theatre and spa days. lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".
lastminute.com is part of lm group, a publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Each month, our websites and mobile apps (available in 17 languages and 40 countries) reach 43 million unique users that search for and book their travel and leisure experiences.
More than 1,200 people enjoy working with us and contribute to providing our audience with a comprehensive and inspiring offering of travel-related products and services.

Job Description

lastminute.com is looking for a Process&Procedures Specialist for its  Customer Karma department based in Madrid.


Key Responsibilities

  • Analyse the Customer Journey as-is and collect end-users needs translating them into requirements

  • Design and review relevant Customer Experience Processes 

  • Proposes improvements on processes to raise the level of service quality perceived by the end-users and to optimize cost of delivery

  • Design improvements on processes when tools integration issues/challenges needed

  • Guarantee the advancement of the projects managing different streamworks

  • Assist in the definition of project scope and objectives, involving all relevant stakeholders

  • Create and maintain comprehensive project documentation



  • Master Degree in Engineering or Economic field

  • Familiar with process design/as-is analysis and able to identify opportunities of improvements designing the process to-be;

  • “Out-of-the-box” attitude and “lean” approach are required

  • Familiar with tools integration issues/challenges

  • PM skills as we’ll be managing different streamworks

  • English at a medium/high level is mandatory (both written and spoken)

  • Negotiation and cooperation skills



  • A story-telling attitude is a nice to have



  • Pragmatic, but able to be meticulous with attention to detail.

  • Highly self-motivated, uses initiative and “go to” problem solver.

  • Good relationship builder and able to position the role as a key ally, support and help to business teams.