Senior Data Analyst - Customer Care

TravelPerk, London

The No. 1 travel management tool for small and medium businesses

We are TravelPerk: a scaling unicorn valued at $1.3billion that has raised over $400m since our creation in 2015.

Backed by world-class investors with portfolios including AirBnb, Stripe, Slack, Trello, Gusto, Twitter, Farfetch and Deliveroo, our team is made up of A-players from across the travel and technology industries.

Over the past few years, we’ve been named the fastest-growing SaaS startup in the world by SaaS1000 and featured as one of the hottest startups to watch by both Forbes and Wired. We’re revolutionizing the B2B corporate travel market—worth over $1.3 trillion— to connect people in real life in an enjoyable and sustainable way.

TravelPerk are innovators. During the last year we have welcomed and acquired the likes of Click TravelNexTravel and Albatross to the team. From TravelCare, to FlexiPerk and of course GreenPerk we are shaping the future of the industry. Our team continues to emerge stronger and stronger as we adjust to the new normal—and that’s where you come in!If you’re ready to take off with us, keep reading!

TravelPerk strives to deliver a 7* experience to every customer, in each of their IRL experiences. The Senior Data Analyst - Customer Care role exists to help us surpass the complex business challenges created by stretching to deliver exceptional customer experiences, whilst building the world’s first technology-led Human Connection platform. 

As a Senior Data Analyst, you will be managing and analyzing all data being processed at TravelPerk in order to create useful insights for strategic purposes to enable better and more efficient support to our customers. This is an instrumental position to bring the business to the next level, as you will support the Customer Care leadership with visual data analysis to facilitate conversations and assist in data-driven decision making. At the same time, you will also be working with the wider Analytics team and other areas across the business such as Product or Finance.

What you will do:

  • Act as a thought partner to CC leadership to help steer the agenda towards our imperatives: 7-star customer experience and operational efficiency
  • Use data to help to define the priorities for the following quarters
  • Proactively identify, quantify and propose new areas of opportunity for CC
  • Participate in discussions with stakeholders across departments to test, validate and iterate on action plans
  • Create clarity on the true performance of CC in all its relevant dimensions
  • Work with Tooling to deploy and exploit cutting-edge solutions to understand CC’s performance, including unstructured and external data, to drive continuous improvement
  • Work with the broader Data team to ensure the organisation and CC uses data accurately, efficiently and with the right level of depth to drive decision-making
  • Develop and support analysts to create robust and impactful data analysis and dashboards

Competencies & Requirements:

  • 4+ years of experience analysing data to support senior decision-makers
  • 2+ years of experience as a Customer Care Analyst or in a similar role supporting a Customer Care team
  • Experience creating business cases, financial models and impact analysis
  • Excellent communication skills, both written and spoken, in English.
  • Knowledge of trends and applications of AI, ML and/or NLP techniques in a Customer Support environment

You will need to prove the following:

  • SQL holds no secrets for you
  • Experience with data visualization & BI tools (ie Looker, Tableau)
  • Familiar with CC analytics tools (ie Zendesk Explore, Twilio Ytica)
  • Exposure to experimentation methodologies (ie A/B test, time series analysis)
  • You are comfortable writing your analysis in Python or R when needed
  • You know what to do to prepare data to make it suitable for analysis
  • Desire to work in an international environment, with minimal direction, and with highly engaged individuals
  • Independent worker, able to set direction and priorities

What do we offer?

  • Competitive compensation including equity in the company
  • 24 vacation days per year in Spain, 25 in the UK 
  • Flexibility to work from home most of the time
  • Health perks, including private health cover in Spain and the UK
  • "Flexible compensation plan" to help you diversify and increase the net salary

Flexible Work Policy  

  • This role will be based in Barcelona or London.
  • You are required to come into the office once per week, or four times per month.
  • In addition, every quarter you will be required to travel to an office hub location for up to 5 days to meet with your whole team and the rest of the company for an event
  • We have core working hours between 10:00-15:00 CET

For certain positions we can help with relocation from anywhere in the world, please let us know in your applications and we will assess whether this is possible. English is the official language at the office. Please submit your resume in English if you choose to apply.

At TravelPerk we believe that diversity adds incredible value to our teams, our products, and our culture. We don’t just accept differences—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place regardless of race, religion, gender, sexual orientation, national origin, disability or age.

About TravelPerk

Our story Booking and managing business travel is a pain we all know too well. It’s time-consuming, frustrating and existing solutions just don’t cut it. So we decided it’s time to create a simple, effective, all-in-one tool, designed for modern travellers and travel managers. After all, we all want to be productive, relax and simply enjoy the ride.

Want to learn more about TravelPerk? Visit TravelPerk's website.