Trust & Safety Analyst

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player in travel seeks a Trust & Safety Analyst to enhance community safety and compliance. This role involves collaborating with various teams to manage investigations, deliver data insights, and improve operational efficiencies. You will leverage your analytical skills and experience in safety or legal environments to influence product and process improvements. Join a dynamic team dedicated to ensuring a safe and enjoyable experience for travelers and partners alike, while growing your technical skills in a fast-paced environment.

Qualifications

• 3-5 years of experience in safety, security, or legal operations.
• Proficient in data analysis and statistical tools.

Responsibilities

• Assist in the coordination of Health & Safety programs.
• Deliver data insights and conduct root cause analysis.
• Evaluate processes and craft recommendations for improvements.

Skills

Data Analysis

Project Management

Communication Skills

Statistical Tools

Customer Service

Technical Skills

Problem Solving

Organizational Skills

Education

Bachelor's Degree

Tools

Tableau

Python

SQL

Microsoft Excel

Job description

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Expedia Group is the global leader in travel. From the practical matters of 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 the coordination of 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 toward common goals.
• Partner with NORAM and APAC counterparts and collaborate with internal stakeholders such as Product, Engineering, Legal, PR, Customer Support.

Who you are:

• You are a proficient administrator with 3-5 years of experience and have the confidence and passion to apply technical skills in your daily work.
• 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 improvement strategies.
• Practical involvement in testing product features and participating in launch phases to ensure compliance with deadlines and quality benchmarks.
• Experience synthesizing information, identifying trends, and developing action plans to address issues.
• Ability to strategically focus on top priorities, managing overlapping timelines and demands effectively.
• You are dedicated and empathetic in dealing with internal and external 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 with formulas, pivots, VBA), querying data (SQL), and presenting insights. Coding skills in Python or SQL are a plus.
• You are passionate about acquiring new technical skills in a fast-paced environment.