Data Insights Leader

17 hours ago


Stockholm, Stockholm, Sweden Etraveli Group AB Full time

About Us

Etraveli Group AB is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe. Our diverse team of passionate professionals makes us the industry's tech wonder and the best in the world at what we do.

Our Mission

We strive to make the world smaller for our customers and bigger for our people. Our Customer Services department is committed to transforming complex travel processes into seamless, user-friendly experiences. By leveraging cutting-edge technology and data-driven strategies, we continuously enhance customer satisfaction, streamline operations, and advance automation.

About the Job

We are seeking an experienced and passionate leader with a strong background in data analytics and customer experience. You will play a pivotal role in 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.

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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