Customer Experience Optimization Specialist

18 hours ago


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

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.

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.

Benefits
  • 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.


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