Director of Analytics and CX Research

1 day ago


Stockholm, Stockholm, Sweden Etraveli Group AB Full time

About the Company

We are Etraveli Group, the leading travel technology company specializing in flight ticket distribution and other travel-related services. Our mission is to make the world smaller for our customers and bigger for our people.

We have a diverse team of over 2400 passionate professionals who make us the industry's tech wonder and the best in the world at what we do. Our major offices are located in Sweden, Canada, Greece, India, and Poland.

The Role Description

This is a challenging opportunity for an experienced and passionate leader to join our Customer Services department as the leader of the Customer Insights and Analytics teams. You will be responsible for driving efforts by delivering actionable, data-driven insights that inform strategic decision-making.

You will work closely with senior leadership within the Customer Services department and commercial teams to champion operational excellence and initiatives that elevate the customer experience.

Your Key Responsibilities Will Include:

  • Digesting business data and converting it to clear insights relevant to the business context.
  • Leading data teams focused on CX research and analytics within Customer Services, fostering a culture of analytical excellence and customer-centricity.
  • Designing and executing advanced analyses using SQL, Python, and Jupyter Notebooks to optimize customer service operations and enhance the overall customer experience.
  • Driving 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.
  • Partnering with senior stakeholders to translate analytical insights into actionable recommendations and strategic initiatives.
  • Overseeing CX research projects, ensuring insights are effectively integrated with quantitative analyses for a holistic view.
  • Providing leadership and mentorship to analysts, promoting continuous skill development and professional growth.
  • Developing and implementing data-driven solutions to improve customer satisfaction, operational efficiency, and business outcomes.


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