Customer Experience Analytics Team Lead

hace 3 semanas

Barcelona, España Kiwi.com A tiempo completo

We are looking for a Lead for the Analytics team for the Customer Experience (CX) team which is focused on collecting, analyzing, and reporting the key findings from all the customer feedback sources available. By managing the team responsible for the insights and analysis delivered actionable (provision of clear data set, trends, negative/detractor drivers, and similar), the role will support CX (and by extension various other key company stakeholders, i.e. Product, UX, Customer support) to ensure the customer experience is continuously improved on the specific key touchpoints of the customer's journey and for the customer journey overall.

**What will you do?**:

- 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 r**egular 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.

**What do we expect?**:

- ** 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.

**We offer you**:

- The opportunity to join our Phantom Stock scheme.
- We also enjoy benefits, such as flexible working hours, 30 paid vacation days, sick days, private medical insurance, Employee Assistance Program, GymForLess membership, the annual subscription for El Bicing.
- Flight vouchers to celebrate your kiwi anniversaries.
- The latest version of 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.

Interested? Join us and hack the traditional ways of travel

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