Insights Analyst - Customer Services

Insights Analyst - Customer Services Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We partner with major global platforms such as Booking.com , Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes a separate fintech entity with its flagship product, PRECISION , a risk management solution, Sweden’s leading flight comparison site Flygresor.se , Tripstack , our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix , the embedded AI platform for flights. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork. Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay. The Role Our CS department is dedicated to transforming complex travel processes into seamless and user-friendly experiences. We leverage technology and data to continuously improve customer satisfaction, streamline operations, and drive automation. As part of the Customer Services Analytics team, Insights Analyst will play a vital role in supporting these efforts by providing data-driven insights that fuel strategic decision-making. The successful candidate will possess strong analytical skills coupled with a deep understanding of business needs. Responsibilities: Identify, build, report and analyze drivers of Operational KPIs Continuously undertake deep-dives into key metrics and provide actionable recommendations around customer experience Ad-hoc reporting and analysis to support key strategic initiatives Identify opportunities to improve operational performance as well as processes Provide actionable data-driven recommendations to stakeholders’ business questions Requirements +3 years of experience as a Data Analyst, or Data Scientist role. University degree in an analytical field (e.g. Mathematics, Computer Science, Physics) Strong knowledge of SQL and command of analytical functions. Programming skills in Python. Understanding of data modeling techniques and their value in delivering end user self-service. Data visualization and methodical approach in communication of analytical findings. Inquisitive mindset. Being more analytical and insight-driven rather than a developer mindset. Comfortable with Linux environments. Effective communication and teamwork skills and ability to distill complex subjects to a wider audience with the ability to tailor insights to present clearly to different audiences. Experience with customer interactions and customer experience data and metrics will be advantageous. Familiarity with one or more of the following is considered a plus: Experience with customer data platforms and customer data analytics will be advantageous. Experience with data visualization and dashboarding tools such as Looker, Qlik Sense, etc. Benefits An opportunity to be a part of a global rapidly growing organization where we value the opinions of each member of the team. You will interact with the management on a regular basis and help them make data driven business decisions. With us you can enjoy: Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! Additionally you'll have two weeks per year that you can choose to work from a remote location. #LI-Hybrid. Health Benefits - Through partners we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need. Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece. Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Megaro Mousikis Metro station. We have a relaxed & fun work environment where you can enjoy free breakfast, coffee/tea, play ping pong or video games. We also like to schedule company/department/team activities and events outside the office space! Diversity disclaimer At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation. Department Customer Service Locations Athens - Mavilis