Analytics Manager

6 days ago


Stockholm, Stockholm, Sweden Etraveli Group Full time

Job Description

We are seeking a Senior Customer Experience Director to lead our Customer Insights and Analytics teams within Customer Services. As the leader of this team, you will play a pivotal role in driving operational excellence and initiatives that elevate the customer experience.

Key Responsibilities:

  • Design and execute advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience.
  • Drive the development and implementation of lighter machine learning algorithms for predictive analytics in customer service contexts.
  • Responsible for delivering high-quality analysis for our strategic business partners like Booking.com.
  • Partner with senior stakeholders to translate analytical insights into actionable recommendations and strategic initiatives.
  • Oversee CX research projects, ensuring insights are effectively integrated with quantitative analyses for a holistic view.
  • Provide leadership and mentorship to analysts, promoting continuous skill development and professional growth.

Your Background Should Include:

  • 5+ years of experience in analytics leadership roles, preferably within customer service, contact center operations, or CX research.
  • A Master's degree in a quantitative field (e.g., Statistics, Mathematics, Computer Science, or related disciplines).
  • Strong leadership experience, with a proven track record of managing and inspiring analytics teams.
  • Expertise in analytical thinking, problem-solving, and stakeholder management.
  • Exceptional presentation and communication skills, with the ability to influence, coach, and drive organizational change through data insights.


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