Senior Customer Services 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. 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.

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 Services Analytics Team is seeking a Senior Analyst 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.

What you’ll do:

• Reporting & Data Delivery: Own the design, development, and maintenance of critical reports and dashboards to support Operations and Product teams. Ensure consistent and accurate delivery of daily, weekly, and monthly performance reports. Translate stakeholder requirements into clear reporting specifications and outputs.
• Operational Performance Monitoring: Proactively identify trends and anomalies in operational data and flag them to stakeholders. Work with cross-functional teams to ensure KPIs and metrics are clearly defined, standardized, and effectively visualized. Lead initiatives to automate recurring reports using SQL, Tableau, and other tools. Continuously evaluate and improve existing reporting processes for accuracy, speed, and scalability.
• Stakeholder Management: Be the go-to reporting expert for Operations and other cross-functional teams. Partner with business stakeholders to define key metrics and ensure their alignment with strategic goals.
• Data Governance & Quality: Ensure data definitions, metric calculations, and data sources are consistent and documented. Contribute to data quality improvement efforts across reporting pipelines. Coach junior team members in reporting best practices, SQL optimization, and data visualization techniques. Champion standardized reporting processes and governance frameworks across the analytics team.

What you’ll bring to the team:

• 5+ years in a reporting or analytics role focused on performance measurement, reporting automation, and dashboard development. Experience in operations, e-commerce, or service-oriented environments preferred.
• Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc.), preferred. Master’s Degree is a plus.
• You will have knowledge of key industry tools, SQL, Tableau and Excel. Specifically for this role that would include:

• Advanced SQL: You are comfortable with intermediate SQL: CASE, UNION, subqueries, windows functions. You 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). Advanced proficiency in Tableau/visualization tool required. Must be able to design and build robust, error-free visualizations quickly.
• Confident with learning new tools, technologies, and methodologies. Python knowledge preferred but not a prerequisite.

What we are looking for?

• 5+ 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 or London office.
• A healthy passion for data and its ability to tell a story.
• Ability to manage analytics projects, working closely with stakeholders, understanding and managing priorities, also ensuring results are communicated clearly and concisely.
• Ability to proactively reach out and build strong relationships, with stakeholders and other analysts, knowing when to seek guidance and support.
• Excellent communicator, on project status, progress and outcome. Leverage senior management to help achieve business goals and deliver impactful business outcomes.
• Statistical mind-set 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 an advantage.
• Proficiency in English in order to be able to work with qualitative as well as quantitative data.
• Proactive not reactive, with 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 (routinely benchmarked against the latest industry data), including base salary and annual bonuses.
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• 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! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• 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. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another – and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.