Operations Improvement Specialist

Job description

At Sunweb Group, we create unforgettable holiday experiences for millions of customers across Europe through strong brands, smart digital solutions, and close collaboration between Customer Care and Destination Services.

To continuously improve our operations and further accelerate our digital and AI-driven transformation, we are looking for an Operations Improvement Specialist with a strong interest and experience in applying AI and automation to improve service processes.

Start date: preferably May/June 2026

Team: Customer - Holiday Services
Reports to: Team lead Operations Services (Claudia Slangen)

Your impact

As an Operations Improvement Specialist, you play a key role in improving processes, tooling, and customer interactions within Customer Care and Destination Services. You work closely with Holiday Services, IT, Digital Guides and external partners to increase customer and employee satisfaction, reduce operational costs, and improve efficiency, quality, and scalability.

You are a crucial link between insights and execution, driving continuous improvement and helping shape the future of our digital service experience.

In this role, you combine process improvement, tooling ownership, and AI-enabled digital innovation.

You will:

• Analyze operational data, customer feedback, and contact drivers to identify improvement opportunities.
• Perform root cause analyses and prioritize initiatives based on impact, scalability, and value.
• Own and continuously optimize operational tools and service processes.
• Drive improvements in collaboration with IT and external partners, from ideation to implementation.
• Test, validate, and evaluate changes before rollout.
• Design, improve, and analyze chatbot flows and automated customer journeys.
• Actively identify and apply AI-driven solutions to reduce contact volume, improve response quality, and enhance the customer experience.
• Improve FAQs, knowledge bases, and service content, ensuring consistency and accuracy.
• Set up proactive and data-driven customer communications.
• Lead improvement initiatives and projects, engaging stakeholders across the organization.

What you bring

Knowledge & experience

• Experience in customer-facing environments with a strong understanding of customer journeys.
• Knowledge of Customer Care and/or Destination Services operations.
• Strong analytical skills and a data-driven mindset; experience with KPIs and performance metrics.
• Experience with process improvement, testing, implementation, and tooling ownership.
• Strong digital skills and experience with customer service or knowledge systems.
• Hands-on experience with automation, chatbots, and AI-driven solutions (experience with tools like Freshworks is a plus).
• Strong stakeholder management and communication skills; able to simplify complex topics.
• Excellent communication skills in English (other languages is a plus).

Behavior & mindset

• Proactive, hands-on, and ownership-driven with a strong can-do mentality.
• Continuous improvement mindset with a focus on understanding true root causes.
• Able to balance customer experience with operational efficiency.
• Curious and externally oriented; actively follows trends and innovations in digital, AI, and automation.
• Strong collaborator who enjoys co-creating solutions with colleagues and partners.
• Comfortable challenging existing ways of working and driving change.
• Positive energy and resilience, even in a fast-paced environment.

About Sunweb Group

Sunweb Group is one of Europe’s largest online travel agencies, sending over 1.3 million holidaymakers annually to unforgettable destinations. Operating in eight international markets, we cater to all travelers through our brands, Sunweb and ‘Eliza Was Here.’ With a team of 600 colleagues and operational hubs in Rotterdam, Girona, Paris, Copenhagen, Stockholm, Antwerp, Chambéry, and Zurich, we deliver seamless, high-quality holiday experiences at competitive prices.

Why join our journey?

• Enjoy up to 20% off when booking with our brands for you, your family, and your friends.
• As an international company we support a hybrid way of working. We provide you with office furniture and IT equipment.
• We enjoy the journey so enjoy 25 holidays based on fulltime employment.
• Access to LinkedIn Learning and a personalized Reflect & Develop Plan to support your career growth.
• Benefit from coaching sessions designed to support your well-being.
• Receive work-from-home and travel allowances to ease your daily routine.