Customer Service Insights Analyst - Data Science

Etraveli Group is the leading global firm for tech solutions and fulfilment capabilities for online flight sales. We are here to dissolve complexity by connecting millions of flights and travellers around the world, from search and selection through to the trip and beyond. We own consumer online travel agency brands like Mytrip, GoToGate & Flight Network and exclusively provide Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc. Every day, we aim to make the world smaller for our customers and greater for our employees. Our diverse team of over 2000 dedicated professionals is what makes us the industry’s tech marvel and the best in the world at what we do. Our major offices are located in Sweden (HQ), Canada, Greece, India, Poland. Location: Mumbai Our Department The Customer Services department within ETG works to transform complexity into user-friendly services and streamlined processes. We aim to merge the human touch with technology and consistently enhance customer experience through automation, processes and quality improvements. What are we looking for? The Customer Services Analytics team is responsible for supporting strategic initiatives with data tools like Python, SQL, Qlik by carrying out impact analysis, data exploration, trend analysis etc. We are looking for a self-motivated individual with a consulting mindset who can not only provide solutions to existing problems but can also identify potential opportunities to improve and innovate in other areas and functions. Someone who is comfortable working with complex multidimensional data and enjoys problem-solving. What you will do: Identify, build, report and analyse drivers of Operational Key Performance Indicators. Continuously conduct in-depth analysis into key metrics and give actionable recommendations around customer experience. Provide on-demand reporting and analysis to support key strategic initiatives. Identify opportunities to improve operational performance and processes. Deliver actionable data-driven recommendations in response to stakeholders’ business questions. Requirements Graduate/MBA/Masters in information systems, computer science, statistics. Excellent communication skills with the ability to simplify complicated subjects to a wider audience and the ability to tailor insights to present clearly to different audiences. Good knowledge of SQL and any visualization tool (Qlik, Tableau, PowerBI). 2+ years of experience in an analytics role. Must have - knowledge of Python/R. Strong analytical skills and a logic-driven mindset. What you will need to Succeed: Experience (preferably 2+ years) in using Python modules for data transformation, visualisation and analysis of large datasets. Experience in using predictive modelling or clustering or NLP for generating insights. SQL scripting skills will be an advantage. Excellent communication skills with the ability to simplify complex subjects to a wider audience and the ability to tailor insights to present clearly to different audiences. Education – Graduate/MBA/Masters in information systems, computer science, statistics. Benefits The opportunity to work for a rapidly-expanding global organisation where we value the opinions of each team member. You will interact with management on a regular basis and support them in making data-driven business decisions.