Business Analyst, Customer Care Analytics

This role is eligible for our hybrid work model: Two days in-office. We’re a data-driven organization, which makes our Analytics and Data Science teams the brains of our operation. On the cutting edge of customer and business analytics, they make sure all our decisions and innovations are based on the latest insights. Why this job’s a big deal: As a Business Analyst, you will be involved in highly analytical, strategic, and visible projects. You will be part of a high-performing analytics team that provides data-driven insights that enhance the customer experience and streamline operations. Your insights will optimize processes, influence strategy, and make a tangible impact on millions of travelers. In this role you will get to: Analyze customer care performance, track trends, and identify growth opportunities. Develop and maintain reports and dashboards that track and explain drivers of different metrics. Analyze, present, and provide actionable recommendations for the problem statement assigned to you. Collaborate with key stakeholders across business units, customer service, and technology to deliver insights and complete projects. Independently and in collaboration with others, execute end-to-end data lifecycle deep dives and exploratory analysis on business performance. Partner with data engineers to develop modernized data solutions. Who you are: 4+ years of analytics/consulting experience, travel, or experience in the e-commerce/retail industry preferred Expertise in advanced SQL, data analysis, and data visualization with hands-on experience with Excel, BigQuery, and BI tools like Tableau. Experience with Python, data modeling, and GenAI would be a plus. Excellent written and verbal communication; extremely proficient in data storytelling. Ability to work and multitask in a changing environment. Strong analytical and problem-solving skills. Intellectual curiosity with a demonstrated ability to learn and master new subject/skill areas quickly. Project management and work structure skills—excellent attention to detail and ability to work independently. Entrepreneurial spirit, owner mindset, and taking initiative. Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability, and Trust. The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics are essential. #​LIHybrid Who we are WE ARE PRICELINE. Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers. Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized. We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration. Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable. If you want to be part of something truly special, check us out! Flexible work at Priceline Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office. Inclusion is a Big Deal ! To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work. Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary. 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