Trust & Safety Analyst

Expedia Group; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Expedia Group, a leader in travel, is seeking a Trust & Safety Analyst to ensure community standards and safety on their platform. In this pivotal role, you will handle investigations, analyze data, and collaborate across departments to enhance traveler and host experiences. This role requires strong analytical skills, project management experience, and technical proficiency, offering a great opportunity for professional growth in a dynamic environment.

Qualifications

• 3-5 years of experience in safety, security, or legal environments.
• Proven record in data-driven decision making.
• Experience with CRM tools and synthesizing information.

Responsibilities

• Assist in coordinating Health & Safety programs and investigations.
• Deliver data insights and improve processes based on evaluations.
• Collaborate with stakeholders to implement solutions and automations.

Skills

Data analysis

Technical skills

Project management

Communication skills

Organizational abilities

Tools

Tableau

Python

SQL

Microsoft Office

Job description

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Expedia Group is the global leader in travel. From booking flights, cars, hotels, packages, local activities, or vacation rentals to realizing dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travelers and partners.

As a Trust & Safety Analyst, you’ll play an essential role in keeping our community and platform safe. You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform. You’ll partner with team managers and leads and work across organizations and Lines of Business (LoB) to resolve risk issues and communicate internally and externally at all levels.

What you’ll do:

• Work as part of our Trust & Safety team to assist in coordinating our Lodging & Activities Health & Safety program, supporting escalated/severe investigations across lines of business (LoB) based on monitored traveler reviews, complaints, incidents, and media reports.
• Deliver data insights in line with H&S Manager’s requirements, including root cause analysis to identify patterns and inform/influence actions.
• Evaluate processes and craft recommendations to improve efficiencies or enhance traveler and host experiences.
• Support and collaborate with stakeholders such as Product and Engineering to identify, build, and implement automations.
• Partner with outsourced vendors to ensure delivery of targets and SLAs, including auditing programs and key system development projects within agreed timelines.
• Conduct regular performance checks against target metrics and perform risk calculations for selecting key targets for assessment.
• Partner with software and service providers (SaaS) to ensure delivery of targets, data monitoring capabilities, and operational/tech continuity across Trust & Safety Operations.
• Act as SME on all things H&S, leading relevant meetings and influencing working groups towards common goals.
• Collaborate with NORAM and APAC counterparts and internal stakeholders such as Product, Engineering, Legal, PR, and Customer Support.

Who you are:

• You are a proficient administrator with 3-5 years of experience, confident and passionate about applying technical skills daily.
• Experience leading severe investigations in safety, security, or legal operations environments.
• Experience with data analysis, insights, and statistical tools/coding (e.g., Tableau, Python).
• You are data-driven, with a proven record of using data to inform product and process improvements.
• Practical involvement in testing product features and participating in launch phases to ensure compliance with deadlines and quality standards.
• Experience synthesizing information, identifying trends, and developing action plans to address issues.
• Ability to focus strategically on priorities and manage overlapping timelines and demands effectively.
• You are dedicated and empathetic in dealings with partners, with experience in partner support or customer service, including CRM tools.
• Accurate data entry skills and good organizational abilities.
• Strong project management and communication skills, capable of engaging both technical and non-technical audiences.
• Experience with Microsoft Office (especially Excel), querying data (SQL), and presenting insights. Coding skills (Python, SQL) are a plus.
• You are passionate about acquiring new technical skills in a fast-paced environment.