Trust & Safety Analyst

Booking.com; Amsterdam; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Annual paid time off

Hybrid working up to 20 days abroad

Product discounts up to 1400/year

Job summary

Booking.com BV in Amsterdam seeks a Trust & Safety Analyst to act on front-line defense, protecting people, partners and guests while driving improvements in safety processes.

The role investigates a broad range of safety topics, coordinates with stakeholders across Corporate Security, Legal and Customer Service, and leads projects to deliver tangible risk reduction and enhanced trust in Booking.com’s services.

Qualifications

• Bachelor’s Degree or specialized diploma in a relevant field.
• Strong knowledge of security governance, crisis management and risk management.
• Experience with trust & safety topics such as human rights, trafficking, safety hazards.
• Proficiency with Google Suite (Sheets, Slides, Docs).
• Strong investigative skills and OSINT tools knowledge; SQL/Hadoop skills.
• Ability to analyze large data sets and present to stakeholders.
• High resilience handling sensitive matters and working under pressure.
• Excellent written and verbal communication; discretion with confidential information.

Responsibilities

• Investigate trust and safety topics and incidents to mitigate impact.
• Produce insightful and actionable reports for stakeholders.
• Conduct quantitative and qualitative investigations using OSINT.
• Identify process improvements using data visualization and cross-functional collaboration.
• Lead projects and coordinate with multiple teams across the company.
• Communicate trends and insights to management constructively.

Skills

Strong investigative skills

OSINT tools and techniques

SQL/Hadoop skills

Strong written and verbalcommunication

Ability to lead projects

Data analysis

Discretion and confidentiality

Time management

Independent working style

Emotional intelligence

Education

Bachelor’s Degree / specialized diploma

Tools

Google Sheets

Google Slides

Google Docs

Jupyter

Hadoop

Job description

Job Title: Trust & Safety Analyst

Team Location: Amsterdam

Booking.com BV (the company behind Booking.com™, the market leading online hotel reservation service in the world) is looking for a Safety Analyst. It is our duty to keep our customers safe and to foster trust in our product and services. We’d like to stimulate positive behavior of our partners and guests, and work together with them to create a great guest and partner experience. The Trust & Safety Team is part of the Security Department, a dynamic, lean team requiring hands-on support in day-to-day safety and security operations.

Role Description

We are seeking a Safety Analyst who will perform a crucial role in the front line defense of Booking.com in protection of their people, customers, partners, and is motivated to take ownership for an array of trust and safety focused actions for which they are held accountable: analysts investigate a broad range of trust and safety topics such as sexual or physical violence, discrimination, safety threats, safety hazards and human trafficking. The analyst's role is to investigate any serious allegations to mitigate the impact on the reporting victims and brand reputation. The analyst works closely with business stakeholders, and drives innovation and process improvements.

Key Responsibilities And Duties

• Mitigate immediate trust and safety threats by investigating possible safety incidents and/or perform incident response actions, including collaboration with other support groups within the wider organization;
• Produce insightful and actionable reports;
• Conduct quantitative and qualitative investigations, including use of OSINT tools and techniques, and perform analysis to understand what happened, and which mitigating measures are to be taken;
• Identify opportunities to improve operational workflows and processes using data to visualize challenges, and driving implementation by working closely with engineering and commercial operations teams;
• Communicate and collaborate with a broad and diverse range of stakeholders across the company from Corporate Security, Commercial Operations, Legal, PR, Customer Service, Partner Services and our Center of Excellence;
• Lead projects from start to finish that contribute to the team and company objectives, on topics such as innovation, process improvement, operational efficiency, awareness etc.
• Work effectively with team members, management and product teams by communicating trust and safety trends and sharing ideas and knowledge in a constructive and positive manner;
• Acting as a Subject Matter Expert, mentor and advisor for new hires and business stakeholders;
• Contribute to Booking.com’s growth through interviewing, on-boarding, or other recruitment efforts;
• Other job related duties as assigned.

Qualifications And Skills

• Bachelor’s Degree / specialized diploma in relevant field (e.g. International Relations, Public/Business Administration, Homeland Security, Criminology, Politics, Trust & Safety, Physical Security, Crisis Management, Business Resilience);
• Strong understanding and domain knowledge of security and security governance bodies / intel / crisis management / physical security / human rights / trust and safety / risk management experience in a supportive role;
• Experience working with trust & safety related topics such as human rights, human trafficking, child abuse material, sexual assault, homicide, safety hazards etc;
• Knowledge of Google Suite, in particular Google Sheets, Excel, Google Slides, Google Docs is a must;
• Strong investigative skills and basic knowledge of OSINT tools and techniques;SQL/Hadoop skills is a must;
• Intermediate ability to analyse and interpret large data sets and present to business stakeholders
• Strong decision making ability and self-disciplined;
• Outstanding written and verbal communication skills and ability to effectively advise at all levels of the organization;
• High level of psychological resilience working with sensitive and distressing matters and ability to perform under (time) pressure;
• Excellent time management skills and ability to prioritize incoming escalations appropriately;
• Self-starter, hands-on and able to work independently. Operates with range of autonomy on multiple-complex cases which require continued and progressive response measures through to solution;
• Ability to lead projects from start to finish and manage relevant business stakeholders throughout;
• Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism;
• High level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence;
• Strong commercial attitude/business-driven and interest;
• No 9-5 mentality, highly responsive, and ability to flex schedule to support customers in various locations and time zones;
• Ability to identify and apply innovative solutions to complex situations;
• Knowledge of the travel industry is a plus;
• Knowledge of Jupyter is a plus;
• Data visualization skills are a plus.

Benefits & Perks - Global Impact, Personal Relevance

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Diversity, Equity and Inclusion (DEI) at Booking.com

Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech."

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.