CX Insights Strategist

18 hours ago


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

Etraveli Group is a leading company in the travel industry, specializing 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.

We have a diverse team of over 2400 professionals who are passionate about making a difference in the lives of our customers. Our major offices are located in Sweden (HQ), Canada, Greece, India, and Poland, with our Athens office being one of the largest.

The CX Insights Strategist Role

We are seeking an experienced leader to join our Customer Services department. As the leader of the Customer Insights and Analytics teams, you will play a pivotal role in driving data-driven insights that inform strategic decision-making.

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.

Key Responsibilities
  • To lead data teams focused on CX research and analytics within Customer Services, fostering a culture of analytical excellence and customer-centricity.
  • To design and execute advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience.
  • To drive the development and implementation of lighter machine learning algorithms for predictive analytics in customer service contexts.
  • To partner with senior stakeholders to translate analytical insights into actionable recommendations and strategic initiatives.
Requirements and Qualifications

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 dynamic and fast-paced work environment that offers opportunities for growth and development.
  • A chance to work with a leading company in the online travel agency industry.
  • A chance to make a real impact in the lives of our customers.


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