Customer Experience Strategist

19 hours ago


Stockholm, Stockholm, Sweden Etraveli Group AB Full time

About Etraveli Group AB

We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

The Role

You will be responsible for driving efforts by delivering actionable, data-driven insights that inform strategic decision-making. As the leader of the Customer Insights and Analytics teams within Customer Services, 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.

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. Responsible for delivering high quality analysis for our strategic business partners like Booking.com.
  6. Partner with senior stakeholders to translate analytical insights into actionable recommendations and strategic initiatives.
  7. Oversee CX research projects, ensuring insights are effectively integrated with quantitative analyses for a holistic view.
  8. Provide leadership and mentorship to analysts, promoting continuous skill development and professional growth.
  9. Develop and implement data-driven solutions to improve customer satisfaction, operational efficiency, and business outcomes.


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