Data-Driven CX Leader

13 hours ago


Stockholm, Stockholm, Sweden Etraveli Group Full time
About Etraveli Group

Etraveli Group is a leading global company that specializes in tech solutions and fulfillment capabilities for online sales of flights. Our mission is to simplify complexity and connect millions of flights and travelers worldwide.

Our team of over 2400 passionate professionals is dedicated to making the world smaller for our customers and bigger for our people. We have major offices in Sweden (HQ), Canada, Greece, India, and Poland, with our Athens office being one of the largest, hosting around 600 employees who work from the center of Athens for the rest of the world.

The Role

We are seeking an experienced leader to drive data-driven insights that inform strategic decision-making within our Customer Services department. As the leader of the Customer Insights and Analytics teams, you will play a pivotal role in transforming complex travel processes into seamless user experiences.

You will collaborate closely with senior leadership within Customer Services and commercial teams to champion operational excellence and initiatives that elevate the customer experience. You will be responsible for delivering high-quality analysis for our strategic business partners like Booking.com.

Responsibilities
  • Digest business data and convert it into clear insights relevant to the business context.
  • Lead data teams focused on CX research and analytics within Customer Services, fostering a culture of analytical excellence and customer-centricity.
  • Design and execute advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience.
  • Drive the development and implementation of lighter machine learning algorithms for predictive analytics in customer service contexts.
  • Partner with senior stakeholders to translate analytical insights into actionable recommendations and strategic initiatives.
Requirements

We are looking for a candidate with 5+ years of experience in analytics leadership roles, preferably within customer service, contact center operations, or CX research. You should hold a Master's degree in a quantitative field such as Statistics, Mathematics, Computer Science, or related disciplines.

You should possess strong leadership experience, with a proven track record of managing and inspiring analytics teams. You should exhibit expertise in analytical thinking, problem-solving, and stakeholder management.

You should have exceptional presentation and communication skills, with the ability to influence, coach, and drive organizational change through data insights.

What We Offer
  • A hybrid working environment that offers flexibility.
  • Central offices in the city, regardless of your location.
  • Growth opportunities through role-related training on tools and best practices.
  • Team activities and events outside the office space.
  • A relaxed and fun work environment where you can enjoy free coffee/tea, playing ping pong or video games.

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