Insights Analyst (Customer Services)

Etraveli Group

Αθήνα
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Πλήρης Απασχόληση

Πριν 1 μήνα
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Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2000 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Poland.With the Greek office being one of the largest, hosting around 530 employees working from the center of Athens for the rest of the world.Join us and start as Insights Analyst in the Customer Service team!Team SummaryThe Customer Services Analytics team supports strategic initiatives, process improvement and automations as well as contact deflection initiatives with data and insights using advanced analytics and statistical learning models. It works strategically to acquire and enable CS data and actionable insights that promotes operational excellence and other company objectives..What We're Looking For:The Customer Services Analytics team seeks a proactive Insights Analyst proficient in data exploration AND visualization tools such as Qlik and Python to support strategic initiatives. We need a self-motivated individual with a consultative mindset, capable of not only addressing existing challenges but also identifying opportunities for innovation and improvement across various functions.Key Responsibilities:

Collaborate closely with the Monetary Loss Prevention team, CS Business Controllers, process owners, and stakeholders to generate actionable insights aimed at reducing loss and enhancing customer experience.
Develop interactive dashboards, reports, and presentations to facilitate stakeholder understanding and identify pain points.
Identify, analyze, and report on drivers of Operational Key Performance Indicators (KPIs).
Conduct deep dives into key metrics, offering actionable recommendations to enhance customer experience.
Identify opportunities for enhancing operational performance and refining processes.
Deliver data-driven recommendations tailored to stakeholders' business questions.

Requirements

Minimum 2 years of experience as a Data Analyst, Insights Analyst or Business Analyst
Experience in and thrives at working with larger data sets, creating visualizations and providing clarity
Ability to grasp customer support processes comprehensively and derive insights beyond surface observations.
Ability to identify trends, patterns, and root causes from complex data.
Strong communication skills with the ability to articulate complex concepts clearly to diverse audiences.
Proficiency in asking probing questions to extract necessary information from stakeholders.
SQL and Python scripting skills are a plus but not mandatory
Experience in airline industry a plus
Education: Graduate/MBA/Masters in Economics, Business Administration, Information Systems, Computer Science, Statistics, or related fields.

BenefitsWe are looking for people who would make the world smaller for travelers but want a bigger world of opportunities for themselves. With us you can enjoy:

Health Benefits - 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.
Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece.
Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! #LI-Hybrid
Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Ambelokipi Metro station.
Team activities - We also like to schedule company/department/team activities and events outside the office space!
Fun & Work - We have a relaxed work environment where you can enjoy free breakfast, beverages & fruits, playing ping pong or video games.

*If interested, please send your CV in English*Diversity disclaimer: At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.

Etraveli Group