Insights Analyst - Customer Services

<p><span>Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond.</span></p><p><span>We partner with major global platforms such as </span><a target="_blank" href="http://Booking.com"><span>Booking.com</span></a><span>, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes</span><a target="_blank" href="http://www.precisionrisk.com/"><span> Precision</span></a><span>, our specialist in travel fintech;</span><a target="_blank" href="https://www.tripstack.com/"><span> Tripstack</span></a><span>, our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services;</span><a target="_blank" href="http://www.wenrix.com/"><span> Wenrix</span></a><span>, the AI Infrastructure for profitable growth in air; and</span><a target="_blank" href="http://flygresor.se"><span> </span></a><a target="_blank" href="http://Flygresor.se"><span>Flygresor.se</span></a><span>, Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.</span></p><p><span>Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.</span></p><p><span>Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.</span></p><hr><h3>The Role</h3><p>Our CS department is dedicated to transforming complex travel processes into seamless and user-friendly experiences. We leverage technology and data to continuously improve customer satisfaction, streamline operations, and drive automation. As part of the Customer Services Analytics team,<strong> Insights Analyst</strong> will play a vital role in supporting these efforts by providing data-driven insights that fuel strategic decision-making. The successful candidate will possess strong analytical skills coupled with a deep understanding of business needs.</p><h3>Responsibilities:</h3><ul><li><p>Identify, build, report and analyze drivers of Operational KPIs</p></li><li><p>Continuously undertake deep-dives into key metrics and provide actionable recommendations around customer experience</p></li><li><p>Ad-hoc reporting and analysis to support key strategic initiatives</p></li><li><p>Identify opportunities to improve operational performance as well as processes</p></li><li><p>Provide actionable data-driven recommendations to stakeholders’ business questions</p></li></ul><h3>Requirements</h3><ul><li><p>+3 years of experience as a Data Analyst, or Data Scientist role.</p></li><li><p>University degree in an analytical field (e.g. Mathematics, Computer Science, Physics)</p></li><li><p>Strong knowledge of SQL and command of analytical functions.</p></li><li><p>Programming skills in Python.</p></li><li><p>Understanding of data modeling techniques and their value in delivering end user self-service.</p></li><li><p>Data visualization and methodical approach in communication of analytical findings.</p></li><li><p>Inquisitive mindset. Being more analytical and insight-driven rather than a developer mindset.</p></li><li><p>Comfortable with Linux environments.</p></li><li><p>Effective communication and teamwork skills and ability to distill complex subjects to a wider audience with the ability to tailor insights to present clearly to different audiences.</p></li><li><p>Experience with customer interactions and customer experience data and metrics will be advantageous.</p></li></ul><h6>Familiarity with one or more of the following is considered a plus:</h6><ul><li><p>Experience with customer data platforms and customer data analytics will be advantageous.</p></li><li><p>Experience with data visualization and dashboarding tools such as Looker, Qlik Sense, etc.</p></li></ul><h3>Benefits</h3><p>An opportunity to be a part of a global rapidly growing organization where we value the opinions of each member of the team. You will interact with the management on a regular basis and help them make data driven business decisions. With us you can enjoy:</p><ul><li><p><strong>Hybrid working environment</strong> - having the opportunity to work both remotely and at the office enabling you flexibility! Additionally you'll have two weeks per year that you can choose to work from a remote location. #LI-Hybrid.</p></li><li><p><strong>Health Benefits</strong> - Through partners we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need.</p></li><li><p>&lt