Customer Insights and Analytics Leader

17 hours ago


Stockholm, Stockholm, Sweden Etraveli Group AB Full time
About Etraveli Group
Etraveli Group AB is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We strive to make the world smaller for our customers and bigger for our people. Our diverse team of passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do.

Job Description
As a leader of the Customer Insights and Analytics teams within Customer Services, you will play a pivotal role in driving efforts by delivering actionable, data-driven 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.

We are seeking an experienced and passionate leader with a strong background in data analytics and customer experience. You thrive in coaching and mentoring analytical talent, lead by example, and are driven by the opportunity to make a tangible impact through data.

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

Requirements
We think you are a person who...
1. Has 5+ years of experience in analytics leadership roles, preferably within customer service, contact center operations, or CX research.
2. Holds a Master's degree in a quantitative field (e.g., Statistics, Mathematics, Computer Science, or related disciplines).
3. Possesses strong leadership experience, with a proven track record of managing and inspiring analytics teams.
4. Exhibits expertise in analytical thinking, problem-solving, and stakeholder management.
5. Has exceptional presentation and communication skills, with the ability to influence, coach, and drive organizational change through data insights.

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