Senior Customer Support Analytics & Insights Lead

Kiwi.com; Barcelona; Híbrido; EUR 48.000 - 72.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work

Barcelona office

Cobee benefits

Flexible hours

30 vacation days

Annual bonus

Relocation support

Dog-friendly office

Descripción de la vacante

Kiwi.com in Barcelona is seeking a skilled business analytics professional to support the refunds operation and customer-support productivity through data-driven insights. You will translate complex data into actionable decisions and partner across Finance, Product, Operations, Engineering, and CS to improve efficiency.

This role emphasizes ownership of data pipelines, dashboards, and storytelling with senior leaders, leveraging SQL, Looker/Tableau/Power BI, and AI tools to enhance the customer

Formación

• A proven track record in a business analytics role, translating complex operational data into actionable decisions.
• Strong proficiency in SQL, writing and managing queries and understanding underlying data structures.
• Experience with data visualization tools (Looker, Tableau, PowerBI) to build insightful dashboards.
• Curiosity for AI tools, exploring new ways to sharpen work and share discoveries.
• Professional English proficiency (written and spoken) for cross-stakeholder communication.
• Thrives in adaptable, fast-paced environments with a collaborative mindset.
• Collaborative problem-solving approach and willingness to experiment with innovative methods.

Responsabilidades

• Support the analytical side of refunds operation by building reliable data structures and tracking processes.
• Partner with CS Operations to turn large-scale datasets into actionable insights for agent productivity and queue management.
• Identify inefficiencies across CS Operations and refunds, using AI tools to streamline workflows.
• Collaborate with Workforce Management and vendors to ensure accurate data for forecasting and headcount modeling.
• Co-create automation processes with Engineering and evaluate efficiency gains.
• Maintain and improve internal data pipelines with optimized SQL queries and up-to-date reporting tools.
• Communicate with senior leadership using clear, data-backed narratives to propose solutions.

Conocimientos

Business analytics

SQL

Data visualization

AI tools curiosity

English proficiency

Adaptability

Collaborative problem-solving

Herramientas

Looker

Tableau

PowerBI

Descripción del empleo

Kiwi.com in Barcelona is seeking a skilled business analytics professional to support the refunds operation and customer-support productivity through data-driven insights. You will translate complex data into actionable decisions and partner across Finance, Product, Operations, Engineering, and CS to improve efficiency.

This role emphasizes ownership of data pipelines, dashboards, and storytelling with senior leaders, leveraging SQL, Looker/Tableau/Power BI, and AI tools to enhance the customer