
Chief Customer Insights Officer
22 hours ago
About Etraveli Group AB
Etraveli Group 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. With major offices in Sweden, Canada, Greece, India, and Poland, we have a presence that extends across the globe.
The Role
We are seeking an experienced and passionate leader with a strong background in data analytics and customer experience. As the 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.
Key Responsibilities
- Digest business data and convert it to clear insights relevant to the business context.
- Lead data teams focused on CX research and analytics within Customer Services, fostering a culture of analytical excellence and customer-centricity.
- 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 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.
- Develop and implement data-driven solutions to improve customer satisfaction, operational efficiency, and business outcomes.
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