
Analytics Leadership for CX Excellence
3 days ago
We believe in creating a fast-growing company with high ambitions, becoming the number one Online Travel Agency worldwide. At Etraveli Group AB, we strive to make the world smaller for our customers and bigger for our people.
We foster a culture of innovation, creativity, and collaboration, where our employees feel valued, respected, and empowered to make a difference.
Job DescriptionWe are seeking an experienced leader to join our Customer Services team. As the leader of the Customer Insights and Analytics teams, you will be responsible for driving our efforts in delivering actionable insights that inform strategic decision-making.
Your responsibilities will include:
- Developing and implementing data-driven solutions to improve customer satisfaction, operational efficiency, and business outcomes
- Collaborating closely with senior leadership within the Customer Services department and commercial teams to champion operational excellence and initiatives that elevate the customer experience
- Providing leadership and mentorship to analysts, promoting continuous skill development and professional growth
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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