Senior Customer Insights Analyst (Viator)

Tripadvisor; Oxford; Hybrid; Confidential; Full time

Job summary

An established industry player is seeking a Senior Customer Insights Analyst to join their dynamic team. This role involves leading data analysis for operational insights, creating frameworks, and providing analytical support to enhance business decisions. With a focus on collaboration, you will work closely with stakeholders to drive strategic objectives and improve product performance. The ideal candidate will bring over 7 years of analytical experience, particularly in e-commerce, and possess strong skills in SQL, Tableau, and Excel. This innovative firm offers a hybrid working model, allowing flexibility and a supportive environment to thrive in your career.

Benefits

Competitive compensation packages

Flexible schedule

Donation matching

Tuition assistance

Lifestyle benefit

Travel perks

Employee assistance program

Health benefits

Qualifications

• 7+ years' experience in an analytical role, ideally in Operational Analytics.
• Bachelor's or Master's in analytical fields like math or statistics.

Responsibilities

• Lead analysis for Operations, translating data into actionable insights.
• Provide analytical support for effective business decision-making.

Skills

Analytical Skills

Data Analysis

Quantitative Analysis

Qualitative Analysis

Stakeholder Management

Communication Skills

Education

Bachelor's Degree in an analytical field

Master's Degree

Tools

SQL

Tableau

Excel

Python

Job description

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. With 300,000+ travel experiences to explore—everything from simple tours to extreme adventures—making memories that will last a lifetime has never been easier.

The Customer Insights team uses both quantitative and qualitative data to understand customer pain points along the traveller journey as well as 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.

What you’ll do:

1. Lead analysis for the Operations group, focused on developing the capability to translate data into actionable insights that will improve product and process performance.
2. Provide timely insights and analytical support to different internal stakeholders to support effective business decision-making.
3. Create new qualitative coding frameworks and lead model building in new areas.
4. Proactively seek out opportunities hidden in our or industry data and articulate findings into suggested actions.
5. Be the go-to person for Operational insights, being closer to the data than anyone else in the company.
6. 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 you’ll 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 data-based consulting role, or other data strategy type positions).

Education: Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc.), Master’s Degree a plus.

Tools: Knowledge of key industry tools, SQL, Tableau, and Excel.

1. Advanced SQL: Comfortable with intermediate SQL: CASE, UNION, subqueries, windows functions.
2. Fluent with Excel functions (LOOKUP, SUMPRODUCT, INDEX/MATCH); able to use MACRO is a plus.
3. Advanced proficiency in Tableau/visualization tool required.
4. Confident with learning new tools, technologies, and methodologies.
5. Python knowledge preferred but not a prerequisite.

Project Management: Excellent approach to managing analytics projects, working closely with stakeholders, understanding and managing priorities, ensuring results are communicated clearly.

People Management: Proactively reach out and build strong relationships with stakeholders and other analysts.

What we are looking for?
7+ years in an analytical role with experience in an international matrix environment, ideally at a fast-paced e-commerce company.

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

Perks of Working at Viator:

• Competitive compensation packages.
• Flexible schedule with a remote-friendly approach.
• Donation matching.
• Tuition assistance.
• Lifestyle benefit.
• Travel perks.
• Employee assistance program.
• Health benefits.

Our Values:

• We aspire to lead.
• We’re relentlessly curious.
• We’re better together.
• We serve our customers, always.
• We strive for better, not perfect.
• Our workplace is for everyone.

If you need reasonable accommodation or support during the application or recruiting process due to a medical condition or disability, please reach out to your individual recruiter.