Experience Insights Analyst I

1 week ago

Gurgaon, Haryana, India Expedia Group Full time

Experience Insights Analyst I

We love travel - do you? Come join our exciting team and help us deliver exceptional customer experience for the world's # 1 travel platform. Bring your skills, experience, enthusiasm and passion. You'll see your work in the hands of millions of people worldwide as we continue to deliver the future of amazing customer experiences. You will also contribute to creating a fun and innovative environment where brilliant people want to work.

Traveler Feedback & Experience Measurement - Research Analytics

The objective of Research Analytics Team is to analyse and investigate customer feedbacks and identify bugs, enhancements and user behaviour trends, and share the intelligence to our Product and Engineering teams. This role is focused on data management and updating feedback categorisation models to enable pushing product enhancements to Engineers & Product Managers.

What you will do:

  • Good understanding of conversation analytics tools and models like XM Discover
  • Manage data export from NLP based text analytics platforms and work with teams to provide and use APIs for data enrichment
  • Manage open-ended feedback from multiple channels and sources in designer modes
  • Maintain, update and perform audits of NLP models for categorzation
  • Maintain and update filters and CDAs (data attribute models)
  • Maintain and update sentiment model including bi-annual sentiment audit
  • Manage attributes of each feedback source in partnership with owners of surveys
  • Analyze uncategorized feedback in each model and find new themes to add back to the main model
  • Able to test and challenge other NLP based text analytics models
  • Understand the user journey and have empathetic mindset towards customer experience.
  • Identification/detection of trends/patterns based on customer comments left on feedback forms
  • Analyzing the traffic patterns, page flows and funnel with correlation of data from multiple sources.
  • Use various tools like Splunk, Quantum Metrics, Customer Journey Analytics etc. to do deep dive analysis.
  • Work with engineering and product teams to understand their requirements for measuring and improving customer experience
  • Provide insights into customer experience behaviours and trends using data analysis with the help of optimisation tools.
  • Access and automate reports including custom reporting using appropriate analysis and monitoring tools like Tableau
  • Understanding and following processes and knowledge documents with integrity

Who you are:

  • Deep understanding of e-commerce domain preferably travel industry.
  • Demonstrate creative and analytical skills and has logical reasoning and problem solving abilities
  • Excellent written and verbal communication skills in English. Additional language like Spanish, French, Thai, Mandarin and other asian languages would be an added advantage.
  • Fundamental understanding of HTML, JavaScript, CSS and familiarity with typical web practices.
  • Strong MS Excel and Powerpoint skills, knowledge of BI Tools and ability to write advanved SQL queries preferred.
  • Ability to demonstrate strong dedication and willingness to learn
  • Ability to effectively prioritize and execute tasks in a high-pressure environment
  • Great Teammate - works well with other team members and values their efforts and contributions
  • Ability to quickly adapt to various Analytics, Monitoring & Reporting tools. Technical background or ability to pick up technology concepts quickly
  • Bachelors/Master degree in Computer Science with 1-3 years of relevant work experience preferred.

Values:

  • Passion – enthusiastic, adventurous and full of energy
  • Innovative – be creative and demonstrate 'out of the box' thinking
  • Enterprising – Ability to take risks with a 'make it happen' approach

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