Data Analyst-Operations & CX

Accountabilities Design, build, and maintain scalable dashboards and reporting solutions using Looker and BigQuery to provide reliable insights into operational performance and customer health. Analyze key business metrics such as customer satisfaction, NPS, contact rates, agent performance, and operational efficiency indicators to uncover trends and improvement opportunities. Conduct deep-dive analyses to identify root causes behind performance changes and translate findings into actionable business recommendations. Build data-driven business cases by quantifying potential impact, ROI, and operational improvements to support strategic decision-making. Develop automation solutions, scripts, and analytical tools that streamline workflows, improve efficiency, and increase team productivity. Partner with Data Engineering teams to maintain data quality, improve governance, and establish consistent definitions for key metrics across departments. Transform complex technical analysis into clear narratives and presentations that enable non-technical stakeholders to make informed decisions. Support Operations, Customer Experience, and Quality teams by providing insights that improve customer outcomes and business processes. Requirements 3+ years of experience in Data Analytics, ideally supporting Operations, Customer Experience, Quality, or high-growth technology environments. Advanced SQL skills with the ability to independently write complex and optimized queries, particularly in Google BigQuery. Proven experience creating advanced, user-friendly dashboards and data models using Looker, with LookML knowledge considered a strong advantage. Strong analytical mindset with experience turning data into strategic recommendations and influencing operational or product decisions. Experience building business cases, measuring impact, and using analytics to support prioritization of high-value initiatives. Excellent communication skills with the ability to explain complex data insights clearly to global, non-technical stakeholders. Comfortable working in remote, fast-paced environments with cross-functional teams. Preferred experience with Python or R for statistical analysis, automation, or predictive modeling. Previous experience in travel technology, telecommunications, customer support platforms, or similar industries is a plus. Familiarity with Zendesk, Intercom, or customer support data structures is beneficial. Benefits Fully remote-first work environment with flexible schedules designed to support work-life balance. Opportunity to directly influence customer experience and operational strategy within a fast-growing global organization. High-impact role where analytics and recommendations contribute to improving services used by millions of customers. Continuous learning and professional development opportunities in a data-driven and innovative environment. Opportunity to collaborate with international teams across multiple functions and regions. Flexible contractor-based working model with responsibility for managing local tax obligations where applicable.