Data-Driven Insights & Reporting Lead

Ryanair - Europe's Favourite Airline; Madrid; Híbrido; EUR 55.000 - 75.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Ryanair Labs is recruiting a Data and Insights – Reporting Manager to own the reporting infrastructure for Europe’s largest airline group. You will transform raw support data into actionable insights, collaborating with Support, Operations, and Leadership to drive performance and continuous improvement.

The role focuses on designing advanced reports in Zendesk Explore, building dashboards for multiple audiences, and delivering data-driven recommendations to leadership.

Formación

• 3–5+ years in reporting/analytics/BI role, preferably in support/ops
• Experience building custom dashboards for multiple stakeholders
• Strong understanding of SLA and reporting in a support context
• Experience with Zendesk Explore and advanced reporting features
• Experience with BI tools like Tableau/Looker/Power BI

Responsabilidades

• Design, build, and maintain advanced, customized reports using Zendesk Explore
• Develop dashboards visualizing live and historical data (ticket volume, backlog, first reply time)
• Translate business questions into analytical frameworks for stakeholders
• Deliver regular and ad hoc reporting to leadership and operations
• Build dashboards for different stakeholder groups and iterate based on feedback
• Ensure data accuracy and integrity across outputs
• Analyze ticket routing workflows to optimize triage efficiency
• Define, configure, track, and report on SLA targets and breach risks
• Identify opportunities to streamline reporting processes and document data definitions

Conocimientos

Zendesk Explore

SLA frameworks

Dashboard development

Ticket routing analytics

SQL

BI tools (Tableau/Looker/Power BI)

Communication skills

Data interpretation

Herramientas

Zendesk Explore

Tableau

Looker

Power BI

SQL

Descripción del empleo

Ryanair Labs is recruiting a Data and Insights – Reporting Manager to own the reporting infrastructure for Europe’s largest airline group. You will transform raw support data into actionable insights, collaborating with Support, Operations, and Leadership to drive performance and continuous improvement.

The role focuses on designing advanced reports in Zendesk Explore, building dashboards for multiple audiences, and delivering data-driven recommendations to leadership.