
Data Driven Customer Experience Leader
4 days ago
Etraveli Group AB is a globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We aim to solve complexity by connecting millions of flights and travelers across the globe.
Our diverse team of over 2400 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do. With major offices in Sweden, Canada, Greece, India, and Poland, our Athens office hosts around 600 employees working from the center of Athens for the rest of the world.
Job DescriptionWe are seeking an experienced leader with a strong background in data analytics and customer experience to drive our Customer Services efforts. As the leader of the Customer Insights and Analytics teams within Customer Services, you will play a pivotal role in delivering actionable insights that inform strategic decision-making.
You will collaborate closely with senior leadership within the Customer Services department and commercial teams to champion operational excellence and initiatives that elevate the customer experience. Your responsibilities will include:
- Digesting business data and converting it into clear insights relevant to the business context
- Leading data teams focused on CX research and analytics within Customer Services, fostering a culture of analytical excellence and customer-centricity
- Designing and executing advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience
- Driving the development and implementation of lighter machine learning algorithms for predictive analytics in customer service contexts
- Responsible for delivering high-quality analysis for our strategic business partners like Booking.com
We think you are a person who:
- Has 5+ years of experience in analytics leadership roles, preferably within customer service, contact center operations, or CX research
- Holds a Master's degree in a quantitative field (e.g., Statistics, Mathematics, Computer Science, or related disciplines)
- Possesses strong leadership experience, with a proven track record of managing and inspiring analytics teams
- Exhibits expertise in analytical thinking, problem-solving, and stakeholder management
- Has exceptional presentation and communication skills, with the ability to influence, coach, and drive organizational change through data insights
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