Feb 1, 2023
For our Customer Experience (CX) team, which is responsible for gathering, examining, and summarizing the most important information from all accessible customer feedback sources, we are seeking an analytics lead. The ideal candidate will be accountable for providing actionable insights (providing a clear data set, trends, negative/detractor drivers, and similar), for driving the direction of the CX team (and by extension, various other key company stakeholders, such as Product, UX, and Customer Support), and for ensuring that the customer experience is continually improved for both the customer journey as a whole and at the key touchpoints that are particularly important to the customer. There is a relocation package offered, including help with visa transfers.
Own the availability, reliability, and accuracy of all the CX datasets.
Mentor and develop a group of business analysts and analytics engineers.
Coordinate the daily tasks of the team.
Own the KPI definition and regular monitoring of the CX domain.
Transform data into actionable insights that improve our customer experience.
Think holistically and partner with our CX team on the elaboration of deep dive analysis.
Cooperate with internal stakeholders on cross-company projects, ensuring CX perspective is taken into account.
Act as a bridge between CX, Consumer Product, Revenue Management, Customer Support, and other Commercial areas to provide a full picture.
5+ years of experience in business analysis or e-commerce analytics field supporting data-driven business decisions.
Experience in supporting and leading a team of direct reports.
Familiarity with data architecture, data pipelines, and database design.
Advanced in MS Excel, visualization tools (Looker, Tableau, PowerBI or other), and SQL knowledge.
Excellent command of English and communication skills - you are able to communicate complex results to less quantitatively sophisticated users.
Travel industry experience is a plus.
The opportunity to join our Phantom Stock scheme.
We give our employees the freedom to choose between the environment of working from home and our modern office located in the centric neighborhood (Passeig de Gràcia) in Cloudworks coworking space where you can enjoy Kiwi.com’s private office space, two common terraces with great views, common coworking activities (yoga, games, etc.), free refreshments and shower.
We also enjoy benefits, such as flexible working hours, 30 paid vacation days, sick days, private medical insurance, Employee Assistance Program, GymForLess membership, and the annual subscription for El Bicing.
Flight vouchers to celebrate your kiwi anniversaries.
Hardware from Apple or Microsoft based on your preferences.
We offer unlimited contracts within a forward-thinking and ambitious company.
Relocation package (including visa transfer support).
Dogs and parties are welcome in our offices.