Customer Experience Data Analyst

With millions of diners 60000 restaurant partners and 25 years of experience OpenTable part of Booking Holdings Inc. (NASDAQ: BKNG) is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most their team their guests and their bottom line while enabling diners to discover and book the perfect restaurant for every occasion.

Every employee at OpenTable has a tangible impact on what we do and how we do it. Youll also be part of a global team that includes its portfolio of metasearch brands. Hospitality is all about taking care of others and it defines our culture.

Join our dynamic team as a CX Data Analyst and play a pivotal role in transforming customer experience through data-driven this role you will harness the power of data analytics to uncover trends predict customer behavior and shape strategies that enhance customer satisfaction and loyalty. Your work will directly impact our mission to deliver exceptional service making every customer interaction meaningful.

Job Responsibilities:

• Serve as the primary contact for the Support organization for any data-related inquiries providing timely actionable insights to drive decision-making and improve customer service outcomes

• Utilize a suite of tools including Salesforce Zendesk Snowflake Superset and Level AI to analyze customer interactions and behaviors translating complex data sets into understandable and actionable strategies

• Work cross-functionally with the data analytics team ensuring a cohesive approach to data collection analysis and reporting that meets the diverse needs of stakeholders throughout the organization

• Develop and maintain comprehensive dashboards and reports integrating data across platforms providing a 360-degree view of customer experiences and support interactions

• Spearhead projects to forecast customer behaviors and trends leveraging predictive analytics to inform proactive support strategies and enhance customer satisfaction

• Other duties as required

About You:

• Passionate about using data to drive improvements in customer experience

• Skilled in analyzing complex datasets with tools like Salesforce Zendesk Snowflake Superset and Level AI

• Excellent at communicating complex data insights in a clear actionable manner

• A collaborative team player who excels at working across departments

• Constantly seeking new ways to leverage data for better decision-making

• Detail-oriented with a knack for managing multiple projects efficiently

• Adaptable thriving in fast-paced environments and quickly responding to changing needs

Qualifications:

• 2-3 years of experience in data analysis market research or a related field

• Bachelors Degree in Data Analytics or related field preferred or equivalent education and experience

• Proficiency in utilizing BI tools like Snowflake and Preset for data analysis

• Proficient in SQL Salesforce Excel and G-Suite (Slides Sheets Docs)

• Experience translating data into actionable insights

• Strong analytical problem-solving skills

• Excellent communication skills both written and verbal ability to build out effective presentations and share insights

• Embrace a proactive and adaptable approach willing to take risks explore innovative methods and learn from failures

• Display curiosity demonstrating a strong desire to learn and contribute value to all aspects of the OpenTable business

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year

• Focus on mental health and well-being:

  • Company-paid therapy sessions through SpringHealth

  • Company-paid subscription to Headspace

  • Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)

• Paid parental leave

• Generous paid vacation time off for your birthday

• Paid volunteer time

• Focus on your career growth:

  • Development Dollars

  • Leadership development

  • Access to thousands of on-demand e-learnings

• Travel Discounts

• Employee Resource Groups

• Christmas Bonus - 30 days

• 20 days of paid time off a year

• 25% vacation premium

• Private health dental and life insurance

• Monthly social events and happy hours

***The best connections happen face-to-face whether youre sitting down to dinner or having coffee with a coworker. Thats why OpenTable has adopted a hybrid workplace model. This role aligns with that approach with an expectation of coming into the office two days a weekgiving employees the best of both worlds: in-person collaboration and flexibility.

Work Environment & Flexibility

At OpenTable we pride ourselves on fostering a global and dynamic work environment. As a team member with us you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours there will be instances where you are expected to manage communications - via calls Slack messages or emails - outside of regular working hours to effectively collaborate with international colleagues respond to restaurant partners and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion

Were committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table so were building a team as dynamic as the diners and restaurants we serveand fostering a culture where everyone feels welcome to be themselves.

If you need accommodations during the application or interview process or on the job were here to support you. Please reach out to your recruiter to request any accommodations.

#LI-Hybrid