Senior Customer Insights Analyst (Viator)New

Trip advisor; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Customer Insights Analyst to join their dynamic team. This role involves leading analysis for operational improvements, providing insights to stakeholders, and mentoring team members. The ideal candidate will have extensive experience in analytics, particularly within web companies, and possess strong skills in SQL and Tableau. The company offers a flexible, remote-friendly work environment with competitive salaries and benefits, making it an exciting opportunity for those looking to make a significant impact in the travel experience marketplace.

Benefits

Competitive salary and bonuses

Flexible, remote-friendly work environment

Health benefits

Tuition assistance

Travel perks

Qualifications

• 7+ years in an analytical role, preferably in operational analytics.
• Experience with large datasets and delivering actionable insights.

Responsibilities

• Lead analysis for Operations, translating data into actionable insights.
• Provide timely insights to stakeholders for effective decision-making.

Skills

Analytical Skills

Stakeholder Management

Problem-Solving

Communication Skills

Education

Bachelor's Degree

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 over 300,000 travel experiences, from simple tours to extreme adventures, making lasting memories has never been easier. Our app offers industry-leading flexibility and last-minute availability, making every day extraordinary.

The Customer Insights team uses both quantitative and qualitative data to understand customer pain points along the traveler journey and operational efficiencies within our Customer Service department. We are seeking a Senior Analyst for Customer Operations Analytics who has strong analytical, leadership skills, and business experience to support multiple stakeholders, drive insights, and influence meaningful change.

What you’ll do:

1. Lead analysis for the Operations group, translating data into actionable insights to improve product and process performance.
2. Provide timely insights and analytical support to internal stakeholders for effective decision-making.
3. Create qualitative coding frameworks and lead model building in new areas.
4. Identify opportunities within data, articulate findings, and suggest actions for Operations and Product teams.
5. Be the primary contact for Operational insights and data analysis.
6. Lead and mentor team members to ensure high standards and capability development.
7. Develop strong relationships with stakeholders to ensure project alignment with strategic goals.

What you’ll bring to the team:

• 7+ years in an analytical role, preferably in a web company, operational analytics, or data strategy positions.
• Bachelor's Degree in a relevant field; Master’s preferred.
• Proficiency in SQL, Tableau, Excel, and familiarity with Python is a plus.
• Experience working with large datasets, independent project management, and delivering actionable insights.
• Strong problem-solving, communication, and stakeholder management skills.

Additional qualities:

• Ability to work with large datasets and translate findings into strategic recommendations.
• Leadership in innovation, training, and knowledge sharing.
• Excellent project management and stakeholder communication skills.
• Proactive, independent, and adaptable in a fast-paced environment.

Perks of Working at Viator

• Competitive salary and bonuses.
• Flexible, remote-friendly work environment.
• Health benefits, tuition assistance, travel perks, and more.

Our Values

• Leadership, curiosity, collaboration, customer focus, continuous improvement, and inclusivity.

If you need accommodations during the application process, please contact your recruiter or email us with your request and the job requisition number.