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Senior Data Analyst, Customer Care Analytics(m/w/x)

Berlin
Full-timeWith Home OfficeSenior
AI/ML
Data Science
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Developing customer care analytics and deep-dive modeling for travel experiences. Production-grade SQL and Python skills required. Hybrid work, annual personal growth budget.

Requirements

  • 5+ years relevant experience in analytics or data science role
  • Production-grade SQL
  • Strong working knowledge of Python
  • Experience with experimentation (statistics, assumptions, evaluation)
  • Strong statistical background
  • Proficiency with advanced statistical methods
  • Strong stakeholder management
  • Ability to operate with senior leaders
  • Turn messy questions into structured analysis
  • Create crisp narratives
  • Drive decisions with measurable business impact
  • Strong customer mindset
  • Understand user behavior
  • Understand the 'why' behind numbers
  • Excellent communication skills
  • Influence without authority
  • Align teams around shared metrics and priorities
  • Experience with data visualization tools
  • Experience with reporting tools
  • Experience in Customer Care within a marketplace
  • Familiarity with ETL/orchestration tools
  • Familiarity with big data tooling
  • Experience working in agile product teams
  • Experience in cross-functional mission setups
  • Exposure to LLM APIs
  • Experience mentoring analysts
  • Experience managing analysts

Tasks

  • Partner with Customer Care to support travelers and protect trust
  • Collaborate with Care leadership, Product, and Analytics teams
  • Define and drive the strategic Care analytics backlog
  • Create and evolve metrics, models, and dashboards for Care
  • Deliver deep-dive modeling for step-change decisions
  • Quantify drivers and trade-offs for contacts, refunds, CSAT, and channel performance
  • Communicate Care insights to Product, Marketing, and Operations
  • Champion hypothesis-driven decision-making
  • Raise the bar on rigor, evaluation, and impact measurement

Work Experience

  • 5 years

Education

  • Bachelor's degreeOR
  • Master's degree

Languages

  • English – Business Fluent

Tools & Technologies

  • SQL
  • Python
  • Looker
  • Jupyter Notebooks
  • Airflow
  • Spark
  • Hive
  • OpenAI
  • Gemini
  • Anthropic

Benefits

Flexible Working

  • Hybrid working approach
  • Work from anywhere (30 days/year)

Additional Allowances

  • Annual personal growth budget

Mentorship & Coaching

  • Mentorship programs

Team Events

  • Quarterly team events
  • Yearly company-wide events

Public Transport Subsidies

  • Monthly transportation budget

Healthcare & Fitness

  • Monthly fitness budget
  • Health and wellness benefits

Corporate Discounts

  • Discounts on activities

Learning & Development

  • Language reimbursement program
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of GetYourGuide and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.

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