Senior Business Analyst - CS Analytics
Core
Transform complex operational data into actionable insights to enhance customer satisfaction and optimize CS operations, specifically focusing on refunds, airline recovery, and agent productivity.
Role type
Senior Business Analyst (Customer Support Analytics)
Builds
Intuitive dashboards, data models, and automation processes for real-time visibility into friction points and operational workflows.
Domain
Travel technology / Customer Support Operations
Deliverable
dashboards & analysis
Required skills
SQL, Data Visualization (Looker, Tableau, PowerBI), Process Optimization, Stakeholder Collaboration, Data Pipeline Management
Preferred skills
AI tool exploration, Experience in Customer Support environment
Responsibilities
Build reliable data structures and track process flows for refunds operations; Partner with CS Operations to turn datasets into insights for agent productivity and queue management; Identify inefficiencies and leverage AI tools to streamline workflows; Collaborate with Workforce Management for volume forecasting and headcount modeling; Co-create automation processes with Engineering; Maintain internal data pipelines with optimized SQL queries; Develop data-backed narratives for senior leadership.
Seniority
Senior, hands-on IC
