Senior Customer Insights Analyst Viator

Senior Customer Insights Analyst I Viator

About Viator
Viator a Tripadvisor company is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300000 travel experiences to exploreeverything from simple tours to extreme adventures (and all the niche interesting stuff in between)making memories that will last a lifetime has never been easier. With industry leading flexibility and lastminute availability its never too late to make any day extraordinary. Viator. One app 300000 travel experiences youll remember.

The Customer Insights team uses both quantitative and qualitative data to understand customer pain points along the traveller journey as wells operational efficiencies within our Customer Service department. The Customer Insights Analytics Team is seeking a Senior Analyst for Customer
Operations Analytics who has the analytical and leadership skills as well as business experience to support numerous end users from an analytics and measurement perspective driving out insight to influence valuable change and is looking to join a fastgrowing allstar team dedicated to providing the highest quality data driven insights.

What youll do:
Can you play a leading role in helping drive positive change for the Operations and Product teams

Lead analysis for the Operations group focused on developing the capability to
translate data into actionable insights that will improve product and process
performance.

Provide timely insights and analytical support to different internal stakeholders to
support effective business decisionmaking.

Create new qualitative coding frameworks and lead model building in new areas.

Proactively seek out opportunities hidden in our or industry data. Articulate your
findings into suggested actions for Operations our product and/or other teams.

Be the go to person for Operational insights be closer to the data that anyone
else in the company.

Be a leader within the team ensuring the best approaches coaching developing
junior members of the team to deliver the highest standards and capability.

Develop exceptional relationships with stakeholders and within the team to
ensure all work streams and projects are delivered to the strategic needs and
objectives.

What youll bring to the team:

Experience:

7 years experience in an analytical role (ideal backgrounds include: a similar Analyst role at a web company ideally with experience working on Operational Analytics a databased consulting role or other data strategy type positions)

Education:

Bachelors Degree in an analytical field (math economics engineering statistics etc. Masters Degree a plus.

Tools:

You will have knowledge of key industry tools SQL Tableau and Excel. Specifically for this role that would include:

Advanced SQL: You are comfortable with intermediate SQL: CASE UNION subqueries windows functions. You must be able to read others code and be able to provide feedback for making the query quality better (know best practices).

Fluent with excel functions (LOOKUP SUMPRODUCT INDEX/MATCH) able to use MACRO is a plus

Advanced proficiency in Tableau/visualization tool required. Must be able to design and build robust errorfree visualizations quickly. Able to lead the
discussion around how a given analysis should be visualized.

Confident with learning new tools technologies and methodologies

Python knowledge preferred but not a prerequisite

You will have an excellent approach to problemsolving and analytics having worked on large datasets you will be able to take broad requirements work independently and drive meaningful insights. Youll take an efficient and optimised approach and understand how your work streams deliver to the wider strategic goals. Specification for this role that would include:

Ability to work with large dataset and summarize findings in a clear format

Lead innovation within the team. Create opportunities for bringing in new knowledge such as reading groups conferences and other training.
Ability to take in loose requirements work independently ask smart questions and produce high quality actionable insights

Ability to run an analytics project independently. Able to break down complex business questions into small pieces and build overarching framework. Effectively gather relevant information from stakeholders run data exploration seek feedback and deliver insights

Project Management:

You will have an excellent approach to managing your analytics projects working closely with stakeholders understanding and managing priorities also ensuring results are communicated clearly and concisely. Specifically for this role that would include:

Proactively schedule stakeholder checkins for analysis updates. Strong relationship with a number of key business stakeholders. Influential role in a
variety of projects and initiatives. Able to provide valuable advice and ask important questions in meetings. Communicates effectively while being open
minded and respectful towards others.

Rely heavily on planning ahead for projects and quarterly roadmaps. Require team members to plan their tasks and follow timelines. Closely aligned with business objectives and able to prioritize the most valuable projects.

Succinct and to the point when sharing information but always able to provide additional details when needed. Understand and focus on the key components that need to be communicated to each audience. Track and able to easily retrieve information on current and past projects.

People Management:

You will proactively reach out and build strong relationships with stakeholders and other analysts knowing when to seek guidance and support. Specifically for this role that would include:

Drive the agenda ensuring high priorities are delivered working with and managing stakeholders expectation and push back on requests when
appropriate. Set clear responsibility boundaries. Communicate project updates and obstacles effectively and recommend alternative solution. Align analytics roadmap with stakeholders initiatives to ensure transparency

Excellent team management skills a leader of team culture and an expert in managing all situations that may arise in relation to the team. Strong ability to manage and mentor senior direct reports and more junior analysts to enable them to successfully deliver in their analytics areas.

Excellent communicator on project status progress and outcome. Leverage senior management to help achieve business goals and deliver impactful business outcomes. Influence on business strategies using the best domain knowledge. Ensuring projects are well managed prioritised and stakeholders are fully up to speed on progress.

Sets priorities effectively; when you reprioritize the roadmap make sure stakeholders understand the rational and be on the same page. Keep proactive communication and push back on bad requests when necessary

What we are looking for
7 years in an analytical role with experience in an international matrix environment ideally at a fast paced ecommerce company.

Hybrid Working: 2 days a week required in the Oxford office.

Top performer with a proven track record of success.

A healthy passion for data and its ability to tell a story.

Statistical mindset with experience in testing methodology.

Strong analytical conceptual and problem solving skills with the ability to work under pressure and to tight deadlines.

Ability to turn large data sets into wellarticulated arguments for change.

You live in Excel a SQL client Tableau and a few other useful tools of the data trade; knowledge of Python an advantage.

Proficiency in English in order to be able to work with qualitative as well as quantitative data.

Proactive not reactive with ability to work independently in a fastpaced environment.

Ability to take in loose requirements ask smart questions and produce high quality actionable insights.

Confident with learning new tools technologies and methodologies.

Ability to work at all levels including senior management; and across multiple functions/departments

Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data) including base salary and annual bonuses
• Work your way with flexibility to suit your lifestyle. Viator takes a remotefriendly approach to collaboration across a worldwide team with the option to join onsite as often as youd like.
• Flexible schedule. Worklife balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel wellness or whatever suits you.
• Travel perks. We believe that travel is employee development so we provide discounts and more.
• Employee assistance program. Were here for you with resources and programs to help you through lifes challenges.
• Health benefits. We offer great coverage and competitive premiums.

Our Values

• We aspire to lead. Tap into your talent ambition and knowledge to bring us and you to new heights.
• Were relentlessly curious. We push beyond the usual the known the thats just how its done.
• Were better together. We learn from accept respect support and value one another and are creating something remarkable in the process.
• We serve our customers always. We listen question respond and strive for wow moments.
• We strive for better not perfect. We wont get it right the first time or every time. Well provide a safe environment in which to make mistakes iterate improve and grow.
• Our workplace is for everyone as is our people powered platform. At Tripadvisor we want you to bring your unique identities abilities and experiences so we can collectively revolutionize travel and together find the good out there.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability please reach out to your individual recruiter or send an email to and let us know the nature of your request. Please include the job requisition number in your message.

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