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Customer Services Insights Analyst

7 months ago

Mumbai, India Etraveli AB Full time

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 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 2500 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.

Location: Mumbai

Our Department

The Customer Services department within ETG works to transform complexity into user-friendly services and seamless processes. We strive to bridge the human touch with technology and continuously improve customer experience through automation, processes, and quality improvements.

What are we looking for?

The Customer Services Analytics team is responsible for supporting strategic initiatives with data tools like Python, SQL, Qlik by performing impact analysis, data exploration, trend analysis etc.

The individual is required to be a self-starter with a consultative mindset who can not only provide solutions to existing problems but also identify potential opportunities to improve and innovate in other areas and functions. Someone who is comfortable working with complex multidimensional data and thrives on getting to the bottom of issues.

What you will do:

Identify, build, report and analyze drivers of Operational Key Performance Indicators. Continuously undertake deep-dives into key metrics and provide actionable recommendations around customer experience Ad-hoc reporting and analysis to support key strategic initiatives Identify opportunities to improve operational performance as well as processes Provide actionable data-driven recommendations to stakeholders’ business questions.

Requirements

Graduate/MBA/Masters in information systems, computer science, statistics Communication skills with the ability to distill complex subjects to a wider audience with the ability to tailor insights to present clearly to different audiences. Good knowledge of SQL and any visualization tool (Qlik, Tableau, PowerBI) 2+ years of experience in an analytics role Must have - knowledge of Python/R Strong analytical skills and logic-driven mindset

What you will need to Succeed:

Good experiences (preferably 2+ years) in utilizing Python modules for data transformation, visualization and analysis of large datasets. Experience in using predictive modeling or clustering or NLP for generating insights SQL scripting skills will be advantageous Communication skills with the ability to distill complex subjects to a wider audience with the ability to tailor insights to present clearly to different audiences.

Education – Graduate/MBA/Masters in information systems, computer science, statistics

Benefits

An opportunity to work for a global rapidly growing organization where we value the opinions of each member of the team. You will interact with the management on a regular basis and help them make data driven business decisions.