Data-Driven Leader
2 weeks ago
About Etraveli Group
We are a leading online travel agency with a global presence, providing tech solutions and fulfillment capabilities for online sales of flights. Our diverse team of passionate professionals is committed to transforming complex travel processes into seamless experiences.
The Role
We are seeking an experienced leader with a strong background in data analytics and customer experience to drive our efforts in delivering actionable insights that inform strategic decision-making. As the leader of the Customer Insights and Analytics teams, you will play a pivotal role in driving operational excellence and initiatives that elevate the customer experience.
Responsibilities
- Digest business data to convert it into 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 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.
You Will Thrive In This Role If:
- You have 5+ years of experience in analytics leadership roles, preferably within customer service, contact center operations, or CX research.
- You hold a Master's degree in a quantitative field (e.g., Statistics, Mathematics, Computer Science, or related disciplines).
- You possess strong leadership experience, with a proven track record of managing and inspiring analytics teams.
- You exhibit expertise in analytical thinking, problem-solving, and stakeholder management.
- You have exceptional presentation and communication skills, with the ability to influence, coach, and drive organizational change through data insights.
- You have been exposed to SQL, Python, or similar tools for data analysis and reporting.
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