Associate Director, Cs Data

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights We are here to solve complexity by connecting millions of flights and travelers across the globe from search and selection to trip and beyond We hold consumer online travel agency brands like Mytrip GoToGate Flight Network and serve Booking com with flights Etraveli Group has also established strategic partnerships with companies like Skyscanner Google Flights TUI etc Every day we strive to make the world smaller for our customers and bigger for our people Our diverse team of more than 3000 passionate professionals is what makes us the industry s tech wonder and the best in the world at what we do Our major offices are in Sweden HQ Greece India Canada Poland and Uruguay About the role We are looking for an Associate Director - CS Data Insights to join our Customer Service leadership team In this role you ll serve as a strategic partner to senior stakeholders translating complex data into actionable business strategies and recommendations This position is pivotal in shaping how we understand customer behavior optimize operations and identify opportunities to improve the customer experience while mitigating risks You will lead our CS data teams ensure daily operations run effectively and drive the development of a strong data-driven culture across the organization You will also work closely with the Sr Director and the CS Management team to design and execute our data strategy integrating new data sources and ensuring we meet our contractual obligations toward our partners Key responsibilities Strategic Data Analytics Leadership Contribute to the overall CS data and analytics strategy ensuring alignment with company goals Proactively identify and secure critical data sources addressing gaps in data flows and infrastructure Translate customer data into insights that guide strategic initiatives and continuous improvement Customer Insights Analytics Partner with kay stakeholders provide actionable insights for the customer experience CX based on qualitative and quantitative analysis of customer feedback and a review of relevant data Develop and report on CX journey maps influencing improvements across functions such as Product and Sales Lead deep-dive analyses into CS performance areas to uncover new opportunities Advanced Analytics Operational Optimization Apply machine learning and advanced analytics to identify efficiency gains and contact deflection opportunities Oversee monitoring of CS inflow queues refunds and claims to ensure operational excellence Lead initiatives that improve performance reduce risks and enhance customer outcomes Reporting Data Visualization Drive the creation of intuitive dashboards and automated reporting solutions Ensure delivery of specialized and contractually required reporting including reports to our B2B partner Present complex data in clear accessible ways that support daily decision-making and long-term planning Leadership Cross-functional Enablement Manages coaches and mentors direct reports fostering a culture of continuous learning innovation and analytical rigor Champion a culture of continuous learning innovation and data-driven decision-making Requirements Bachelor s degree in a quantitative field e g Data Science Analytics Statistics Master s preferred Extensive knowledge of customer data analysis CX research and advanced analytics including ML Strong understanding of CS metrics and data governance security Exceptional leadership people management and strategic thinking skills with proven ability to lead analytical teams Strong communication presentation and analytical abilities to translate complex data into actionable insights Demonstrated ability to influence and align diverse stakeholders at all levels from technical teams to Management teams Strong technical proficiency in data analysis tools statistical software and building data infrastructure Ability to foster a data-driven culture manage complex projects stakeholders and operate effectively in a dynamic global environment Minimum of 6 years of progressive experience in data analytics within a customer service context including 3 years in leadership with significant data ownership responsibilities Proven track record of leveraging data to improve business outcomes significantly Benefits Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company You will have awesome colleagues with whom you will have fun solving complex problems in a fast-moving business Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility Growth - We believe in personal development and continuous education thus we offer the opportunity of role-related training on tools and best practices Team activities - We also like to schedule company department team activities and events outside the office space Fun Work We have a relaxed fun work environment where you can enjoy free coffee tea playing Carrom or table tennis Health Benefits - We offer Health Term Insurance benefits