Senior Customer Insights Analyst (Viator)

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it’s never too late to make any day extraordinary.

The Role

The Customer Insights team uses both quantitative and qualitative data to understand customer pain points along the traveller journey as well as operational efficiencies within our Customer Service department. The Customer Insights Analytics Team is seeking a Senior Analyst for Customer Operations Analytics who has the analytical and leadership skills as well as business experience to support numerous end users from an analytics and measurement perspective, driving out insight to influence valuable change, and is looking to join a fast-growing all-star team dedicated to providing the highest quality data-driven insights.

What you’ll do:

• Lead analysis for the Operations group, focused on developing the capability to translate data into actionable insights that will improve product and process performance.
• Provide timely insights and analytical support to different internal stakeholders to support effective business decision-making.
• Create new qualitative coding frameworks and lead model building in new areas.
• Proactively seek out opportunities hidden in our or industry data.
• Articulate your findings into suggested actions for Operations, our product and/or other teams.
• Be the go-to person for Operational insights, being closer to the data than anyone else in the company.
• Be a leader within the team, ensuring the best approaches, coaching, and developing junior members of the team, to deliver the highest standards and capability.
• Develop exceptional relationships with stakeholders and within the team to ensure all work streams and projects are delivered to the strategic needs and objectives.

What you’ll bring to the team:

• Experience: 7+ years' experience in an analytical role (ideal backgrounds include: a similar Analyst role at a web company ideally with experience working on Operational Analytics, a data-based consulting role, or other data strategy type positions).
• Education: Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc.), Master’s Degree a plus.
• Tools: You will have knowledge of key industry tools, SQL, Tableau, and Excel. Specifically for this role that would include: Advanced SQL: Comfortable with intermediate SQL: CASE, UNION, subqueries, window functions. Must be able to read others' code and provide feedback for making the query quality better (know best practices). Fluent with Excel functions (LOOKUP, SUMPRODUCT, INDEX/MATCH), able to use MACRO is a plus. Advanced proficiency in Tableau/visualization tool required. Must be able to design and build robust, error-free visualizations quickly. Able to lead the discussion around how a given analysis should be visualized. Confident with learning new tools, technologies, and methodologies. Python knowledge preferred but not a prerequisite.
• You will have an excellent approach to problem-solving and analytics, having worked on large datasets you will be able to take broad requirements, work independently, and drive meaningful insights. You’ll take an efficient and optimized approach and understand how your work streams deliver to the wider strategic goals.
• Project Management: You will have an excellent approach to managing your analytics projects, working closely with stakeholders, understanding and managing priorities, also ensuring results are communicated clearly and concisely.
• People Management: You will proactively reach out and build strong relationships, with stakeholders and other analysts, knowing when to seek guidance and support.

What we are looking for?

• 7+ years in an analytical role with experience in an international matrix environment, ideally at a fast-paced e-commerce company.
• Hybrid Working: 2 days a week required in the Oxford office.
• Top performer with a proven track record of success.
• A healthy passion for data and its ability to tell a story.
• Statistical mindset with experience in testing methodology.
• Strong analytical, conceptual, and problem-solving skills with the ability to work under pressure and to tight deadlines.
• Ability to turn large data sets into well-articulated arguments for change.
• You live in Excel, a SQL client, Tableau, and a few other useful tools of the data trade; knowledge of Python is an advantage.
• Proficiency in English in order to work with qualitative as well as quantitative data.
• Proactive not reactive, with the ability to work independently in a fast-paced environment.
• Ability to take in loose requirements, ask smart questions, and produce high-quality actionable insights.
• Confident with learning new tools, technologies, and methodologies.
• Ability to work at all levels including senior management; and across multiple functions/departments.

Perks of Working at Viator

• Competitive compensation packages, including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle.
• Flexible schedule.
• Work-life balance is ingrained in our culture by design.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it!
• Lifestyle benefit. An annual benefit to spend on yourself.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

Our Values

• We aspire to lead.
• We’re relentlessly curious.
• We’re better together.
• We serve our customers, always.
• We strive for better, not perfect.
• Our workplace is for everyone.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com.