Tripadvisor
Job Title: Senior Customer Insights Analyst
Location: London (Hybrid, 2 days a week in office)
Company: Viator (A Tripadvisor Company)
Company Overview:
Viator, a subsidiary of Tripadvisor, is the leading marketplace for travel experiences, offering over 300,000 unique travel activities globally. Our mission is to help travelers create unforgettable memories through a wide range of experiences. Viator emphasizes flexibility, last-minute availability, and the ease of booking extraordinary experiences.
Job Summary:
We are looking for a Senior Customer Insights Analyst to join our Customer Insights Analytics team. The ideal candidate will leverage both qualitative and quantitative data to uncover customer pain points and drive operational efficiencies within our Customer Service department. This role will involve working closely with Operations and Product teams to translate data into actionable insights and improve product and process performance.
Key Responsibilities:
- Lead Analysis: Drive operational and product insights by developing capabilities to translate data into actionable outcomes that enhance product and process performance.
- Support Stakeholders: Provide timely, data-driven insights and analytical support to internal teams for informed business decision-making.
- Model Building: Lead the creation of new qualitative coding frameworks and model development in new areas.
- Opportunity Identification: Proactively identify insights hidden within data and suggest actionable steps for operations, product, and other teams.
- Data Expertise: Act as the go-to person for operational insights, working closely with data to deliver meaningful outcomes.
- Leadership: Mentor and develop junior team members, ensuring high standards in data analytics.
- Stakeholder Collaboration: Build and maintain strong relationships with stakeholders, ensuring alignment with strategic business objectives.
Required Skills & Qualifications:
- Experience: 7+ years in an analytical role (preferred backgrounds: Operational Analytics, Data-based Consulting, or Data Strategy).
- Education: Bachelor’s degree in an analytical field (Math, Economics, Engineering, Statistics, etc.), Master’s degree is a plus.
- Technical Expertise:
- Advanced proficiency in SQL (subqueries, CASE, UNION, windows functions)
- Expertise in Excel (LOOKUP, SUMPRODUCT, INDEX/MATCH, Macros a plus)
- Proficiency in Tableau or similar visualization tools, with experience building and designing robust visualizations
- Knowledge of Python (preferred, but not required)
- Problem-Solving Skills: Ability to work with large datasets, summarize findings, and deliver clear, actionable insights.
- Project Management: Strong ability to manage analytics projects, prioritize tasks, and communicate results effectively.
- People Management: Proven ability to mentor and guide junior analysts while managing team dynamics and stakeholder expectations.
Preferred Qualifications:
- Experience in a fast-paced e-commerce or international matrix environment
- Ability to manage and influence senior stakeholders
- Statistical mindset with experience in testing methodology
- Proactive and independent work ethic in a fast-paced environment
Perks and Benefits:
- Competitive salary and annual bonuses
- Flexible working hours and remote-friendly culture
- Donation matching program
- Tuition assistance for career development
- Travel perks and employee wellness benefits
- Health insurance with competitive premiums
How to Apply:
Interested candidates can apply by submitting their resume and cover letter through Viator’s careers portal.
Viator embraces diversity and inclusion and encourages individuals from all backgrounds to apply.
