Senior Customer Insights Analyst Viator - Oxford, United Kingdom - Tripadvisor

Description

AboutViator
Viator a Tripadvisor company is theleading marketplace for travel experiences. We believe that makingmemories is what travel is all about. And with travelexperiences to exploreeverything from simple tours to extremeadventures (and all the niche interesting stuff in between)makingmemories that will last a lifetime has never been easier. Withindustry leading flexibility and lastminute availability its nevertoo late to make any day extraordinary. Viator. One app 300000travel experiences youll remember.

What we do in CustomerInsights & Analytics at Viator:

At Viator the only thing we love more thantravel is data. We slice it we dice it and we use it to empower ourdecision making. In fact most would be surprised at just how manypeople in our office can write their own SQL queries.

The Customer Insights team uses bothquantitative and qualitative data to understand customer painpoints along the traveller journey as well as Operationalefficiencies within our Customer Servicedepartment.

The Customer Insights Analytics Teamis seeking a Senior Analyst for Customer & OperationsAnalytics who has the analytical and leadership skills as well asbusiness experience to support numerous end users from an analyticsand measurement perspective driving out insight to influencevaluable change and is looking to join a fastgrowing allstar teamdedicated to providing the highest quality data driveninsights.

What youlldo:

Can youplay a leading role in helping drive positive change for theOperations and Product teams

• Lead analysis for the Operationsgroup focused on developing the capability to translate data intoactionable insights that will improve product and processperformance.
• Provide timely insights andanalytical support to different internal stakeholders to supporteffective business decisionmaking.
• Proactivelyseek out opportunities hidden in our or industry data. Articulateyour findings into suggested actions for Operations our productand/or other teams.
• Identify key successindicators and determine best practices for measurement andreporting. Own and automate reportingtools.
• Assist with ad hoc queries and provideanalytical support to our fastgrowing business as itevolves.
• Be the go to person for Operationalinsights be closer to the data that anyone else in thecompany.
• Provide a vital link in the strategyexecution analysis chain to ensure we move quickly and stayahead.
• Be a leader within the team ensuring thebest approaches coaching developing junior members of the team todeliver the highest standards andcapability.
• Develop exceptional relationshipswith stakeholders and within the team to ensure all work streamsand projects are delivered to the strategic needs andobjectives.
• Understand strategic roadmaps andactively influence these driving actionablechange.
• Create concepts justify business casesanalyse to improve customer engagement and valuemetrics
• Lead on the measurement of testinganalysis to provide insights of true business impact using deepdive to understand the results

Whatyoull bring to the team:

General

• Experience: 5 years experience in an analytical role (ideal backgroundsinclude: a similar Analyst role at a web company ideally withexperience working on Operational Analytics a databased consultingrole or other data strategy typepositions)
• Education: Bachelors Degree in ananalytical field (math economics engineering statistics etc.)Masters Degree a plus.
• Proactive not reactivewith ability to work independently in a fastpacedenvironment

Toolknowledge

You will have knowledgeof key industry tools SQL Tableau and Excel. Specifically for thisrole that would include:

• Advanced SQL:You are comfortable with intermediate SQL: CASE UNION subquerieswindows functions. You must be able to read others code and be ableto provide feedback for making the query quality better (know bestpractices).
• Fluent with excel functions (LOOKUPSUMPRODUCT INDEX/MATCH) able to use MACRO is aplus
• Advanced proficiency inTableau/visualization tool required. Must be able to design andbuild robust errorfree visualizations quickly. Able to lead thediscussion around how a given analysis should bevisualized.
• Confident with learning new toolstechnologies andmethodologies.

AnalyticsApproach

You will have anexcellent approach to problemsolving and analytics having worked onlarge datasets you will be able to take broad requirements workindependently and drive meaningful insights. Youll take anefficient and optimised approach and understand how your workstreams deliver to the wider strategic goals. Specification forthis role that would include:

• Abilityto work with large dataset and summarize findings in a clearformat
• Lead innovation within the team. Createopportunities for bringing in new knowledge such as reading groupsconferences and other training.
• Ability to takein loose requirements work independently ask smart questions andproduce high quality actionable insights
• On topof data quality control in your business area be able to identifyand triage data issues and actively work to prevent/minimize dataissues from happening (e.g. participating in data tracking planningand implementation for new feature release)
• Bea subject matter expert in your business areas. Know the businessand data in and out. Stakeholders rely on your knowledge andexperience to drive strategy
• Attend industryleading conferences and bring back new ideas. Be an innovationadvocate and push senior managements buyin on technology whichincreases productivity and improves analysesaccuracy
• Ability to run an analytics projectindependently. Able to break down complex business questions intosmall pieces and build overarching framework. Effectively gatherrelevant information from stakeholders run data exploration seekfeedback and deliver insights to driveactions
• When necessary reach out to other teamsin the similar domain for ideas. Always keep yourself current withindustry leading technology and not afraid of changing andimproving
• Understand the overall businessstrategic direction of the area and the company. Seek to make ameaningful contribution to that strategy via your analytics work.Drive insights with managersguidance
• Consistently seeking more efficientways to run analyses. Never fully satisfied with the existingsolution.

ProjectManagement

You will have anexcellent approach to managing your analytics projects workingclosely with stakeholders understanding and managing prioritiesalso ensuring results are communicated clearly and concisely.Specifically for this role that wouldinclude:

• Proactively schedulestakeholder checkins for analysis updates. Strong relationship witha number of key business stakeholders. Influential role in avariety of projects and initiatives. Able to provide valuableadvice and ask important questions in meetings. Communicateseffectively while being openminded and respectful towardsothers.
• Rely heavily on planning ahead forprojects and quarterly roadmaps. Require team members to plan theirtasks and follow timelines. Closely aligned with businessobjectives and able to prioritize the most valuableprojects.
• Think in projects rather than tasks.Projects have an execution plan duration and end. Goals are clearlyoutlined and large tasks broken into smalltasks.
• Succinct and to the point when sharinginformation but always able to provide additional details whenneeded. Understand and focus on the key components that need to becommunicated to each audience. Track and able to easily retrieveinformation on current and pastprojects.
• Understand teams goals and how theyrelate to your daytoday priorities. Work with your manager to tweakpriority levels when multiple projects have similarimpacts.
• Facilitate crossteam conversations toremove project blockers. Ability to communicate at an energetic andemotional level to inspire team members and stakeholders to followyour lead.
• Develop concrete project roadmapswith objectives steps and expected output for larger projects.Contribute your own ideas to the quarterly roadmap. Makesuggestions for weekly priorities.
• Synthesizelarger business problems into small answerable questions with clearsteps to quickly learn about the most importantquestions.
• Clearly state business problemsanalytics approaches key findings and next steps for an analysis.Articulate assumptions issues and improvements to nontechnicalaudience. Combine visualizations and text to ensure key takeawaysare clearly presented to your audience. Ensure all work isintuitively annotated andreproducible.
• Synthesize larger businessproblems into small answerable questions with clear steps toquickly learn about the most importantquestions.

PeopleManagement

You will proactivelyreach out and build strong relationships with stakeholders andother analysts knowing when to seek guidance and support.Specifically for this role that wouldinclude:

• Drive the agenda ensuringhigh priorities are delivered working with and managingstakeholders expectation and push back on requests whenappropriate. Set clear responsibility boundaries. Communicateproject updates and obstacles effectively and recommend alternativesolution. Align analytics roadmap with stakeholders initiatives toensure transparency
• Excellent team managementskills a leader of team culture and an expert in managing allsituations that may arise in relation to the team. Strong abilityto manage and mentor senior direct reports and more junior analyststo enable them to successfully deliver in their analytics areas.Provide constructive feedback mentoring opportunity andtraining/development shaping career direction and approach. Ensureteam has strong results and high impact. Solves behavioural andperformance issues.
• Excellent communicator onproject status progress and outcome. Leverage senior management tohelp achieve business goals and deliver impactful businessoutcomes. Influence on business strategies using the best domainknowledge. Ensuring projects are well managed prioritised andstakeholders are fully up to speed onprogress.
• Effectively identify teams and otherstakeholders directly impacted by your analysis gather theirfeedback and work with your manager to appropriately integrate thefeedback.
• Ready to run kickoff meetings withstakeholders and propose analytics solutions. Fully aware of thebroad set of stakeholders you interact with in all the businessunits. Keep them informed on insights/findings though they may notasked for it.
• Sets priorities effectively; whenyou reprioritize the roadmap make sure stakeholders understand therational and be on the same page. Keep proactive communication andpush back on bad requests whennecessary
• Effectively communicate statusprogress and outcome to senior management. Proactively highlightany issues blocking your forward progress on a project and ensureyou are setting accurate expectations with your manager on yourcurrent set of work. Work with your manager to identify careerdevelopment opportunities and your career path at thecompany.
• Ability to influence otheranalysts/Sr. analysts with your point of view. Believe in we arebetter together and provide feedback with your domainknowledge.
• Ability to build buyin and supportfor your projects from senior managers both within and outside theanalytics organization. Work with your manager to put together aconcrete actionable career developmentroadmap

Whatwe are looking for

• 5 years in an analytical role withexperience in an international matrix environment ideally at a fastpaced ecommerce company.
• Hybrid Working:Minimum 2 days per week in the Oxfordoffice.
• Top performer with a proven trackrecord of success.
• A healthy passion for dataand its ability to tell a story.
• Familiaritywith customer service software andtools.
• Knowledge of industry best practices andemerging trends in customerservice.
• Statistical mindset with experience intesting methodology.
• Strong analyticalconceptual and problem solving skills with the ability to workunder pressure and to tight deadlines.
• Abilityto turn large data sets into wellarticulated arguments forchange.
• Unwavering attention todetail.
• You live in Excel a SQL client Tableauand a few other useful tools of the data trade; knowledge of Pythonan advantage.
• Proficiency in English in orderto be able to work with qualitative as well as quantitativedata.
• Proactive not reactive with ability towork independently in a fastpacedenvironment.
• Ability to take in looserequirements ask smart questions and produce high qualityactionable insights.
• Confident with learningnew tools technologies andmethodologies.
• Ability to work at all levelsincluding senior management; and across multiplefunctions/departments.
• A startup mentality rollyour sleeves up and get thingsdone.

Perks of Workingat Viator

• Competitivecompensation packages (routinely benchmarked against the latestindustry data) including base salary annual bonus andequity.
• Work your way with flexibility to suityour lifestyle. Viator takes a remotefriendly approach tocollaboration across a worldwide team with the option to joinonsite as often as youd like.
• Flexibleschedule. Worklife balance is ingrained in our culture by design.Trust and accountability make it work.
• Donationmatching. Give back Give more We match qualifying charitabledonations annually.
• Tuition assistance. Want tolevel up your career We love to hear it Receive annual support forqualified programs.
• Lifestyle benefit. Anannual benefit to spend on yourself. Use it on travel wellness orwhatever suits you.
• Travel perks. We believethat travel is employee development so we provide discounts andmore.
• Employee assistance program. Were herefor you with resources and programs to help you through lifeschallenges.
• Health benefits. We offer greatcoverage and competitivepremiums.

OurValues

• We aspire tolead. Tap into your talent ambition and knowledge to bring us andyou to new heights.
• Were relentlessly curious.We push beyond the usual the known the thats just how itsdone.
• Were better together. We learn fromaccept respect support and value one another and are creatingsomething remarkable in the process.
• We serveour customers always. We listen question respond and strive for wowmoments.
• We strive for better not perfect. Wewont get it right the first time or every time. Well provide a safeenvironment in which to make mistakes iterate improve andgrow.
• Our workplace is for everyone as is ourpeople powered platform. At Tripadvisor we want you to bring yourunique identities abilities and experiences so we can collectivelyrevolutionize travel and together find the good outthere.

If you need a reasonableaccommodation or support during the application or the recruitingprocess due to a medical condition or disability please reach outto your individual recruiter or send an email to and letus know the nature of your request. Please include the jobrequisition number in yourmessage.

#Viator

#LIHybrid