Senior Data Analyst, Customer Care Analytics
Core
Strategic analytical partner to Customer Care, defining the analytics backlog and building measurement frameworks to drive decisions on traveler support, refunds, and CSAT.
Role type
Senior IC data analyst (customer care analytics)
Builds
Measurement frameworks, dashboards, and deep-dive models for efficiency and outcomes.
Domain
Travel marketplace / Customer Care
Deliverable
production ML models | dashboards & analysis
Required skills
SQL, Python, advanced statistical methods (causal inference, regression), experimentation design, stakeholder management, data visualization
Preferred skills
Customer Care in marketplace, ETL/orchestration (Airflow), big data (Spark/Hive), LLM APIs, mentoring
Technologies
SQL, Python, Looker, Jupyter Notebooks, Airflow, Spark, Hive, OpenAI, Gemini, Anthropic
Responsibilities
Define and drive the strategic Care analytics backlog; create and evolve metrics, models, and dashboards; quantify drivers and trade-offs behind contacts, refunds, CSAT, and channel performance; translate Care learnings into insights for Product, Marketing, and Operations; raise the bar on rigor and impact measurement for Care decisions.
Seniority
Senior, hands-on IC
