Data Analytics Lead, Customer Success Operations

Trip.com; Kuala Lumpur; On-site; MYR 180,000 - 240,000; Full time

Job summary

Trip.com Group is a leading global travel service provider with a network spanning Asia, Europe, the Americas, and Oceania. We are seeking a Data Analytics Lead for Customer Success Center operations in Kuala Lumpur to drive analytics direction beyond reporting, owning governance, insight generation, and automation initiatives.

You will partner with operations leaders to define success metrics, build scalable data frameworks, and translate data into strategic decisions that enhance service

Qualifications

• Bachelor’s degree or above in a relevant field.
• Strong written and spoken English, with ability to communicate with cross-functional and international stakeholders.
• Strong experience in analytics, reporting, and data visualization, with hands-on exposure to dashboarding and BI tools.
• Advanced Excel modelling capability, with proven experience working with large datasets and database environments.
• StrongSQL proficiency is required.
• Experience with Python or other automation/analytical programming tools would be a strong advantage.
• Experience in service operations, service delivery, project management, or change management is highly preferred.
• Proven ability to translate business problems into structured analytical frameworks and actionable recommendations.
• Strong stakeholder management skills, with the ability to challenge constructively, influence decisions, and align analytics work with operational priorities.
• Strong ownership mindset, with the ability to lead initiatives independently and drive outcomes in a fast-paced environment.
• Highly curious, proactive, practical, and solution-oriented, with a strong focus on execution.
• Detail-oriented and committed to high standards of data integrity and reporting accuracy.
• Comfortable working in an international, multicultural, and highly dynamic environment.

Responsibilities

• Lead the development, governance, and continuous enhancement of service operations reporting to ensure performance is measured accurately, consistently, and transparently.
• Partner with business and operations leaders to refine Customer Support Center objectives, define the right success metrics, and establish scalable data frameworks, indices, and models to monitor performance.
• Own the analysis of key operational and service metrics, providing clear insights, actionable recommendations, and strategic proposals to support operational improvement and business growth.
• Proactively identify risks, performance gaps, and emerging trends through deep statistical analysis, forecasting, and early warning mechanisms.
• Drive the design, standardization, and optimization of reports and dashboards across teams, ensuring reporting outputs are relevant, efficient, and decision-oriented.
• Act as the lead point of contact for analytical problem-solving within the function, recommending better approaches to team-level reporting, data interpretation, and business analysis.
• Lead automation initiatives to reduce manual reporting effort, improve data consolidation efficiency, and enhance overall reporting scalability.
• Develop and implement new analytical tools, trackers, and frameworks where needed to support changing business and operational requirements.
• Establish strong data discipline and governance practices to ensure data accuracy, consistency, integrity, and reliability across all reporting outputs.
• Work cross-functionally with stakeholders across operations, project teams, and leadership to ensure data insights are translated into business action.

Skills

Analytics & reporting

Data visualization

Excel modelling

Strong SQL

Python

Stakeholder management

Ownership mindset

Execution focus

Education

Bachelor’s degree or above in a relevant field

Tools

SQL

Python

BI tools

Excel

Job description

Trip.com Group is a leading global travel service provider with a network spanning Asia, Europe, the Americas, and Oceania. We are seeking a Data Analytics Lead for Customer Success Center operations in Kuala Lumpur to drive analytics direction beyond reporting, owning governance, insight generation, and automation initiatives.

You will partner with operations leaders to define success metrics, build scalable data frameworks, and translate data into strategic decisions that enhance service