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Senior Data Analyst, Product Insights, Customer Insights

5.00 to 10.00 Years   Gurugram   09 Oct, 2021
Expedia
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryInternet / E-Commerce
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

We are looking for somebody to tell the story of Customer Experience through data and visual representations, either as a part of a larger program or initiative or by proactively utilizing data and experience insights to identify key opportunities.You will use your experience in building Customer Insights to influence our process, product, and operational teams on opportunities reduce customer effort, increase satisfaction, and simplify our business.This will require you to collaborate optimally across all business and support functions at Expedia (i.e., Executives, Customer Service, Analytics, Product, Technology, Finance & Accounting, etc.) to ensure timely delivery of high-impact work product.You will take sophisticated data analysis and make it simple to understand by distilling internal and external data sources into meaningful insights for leadership to make well-informed business decisions. Your drive will be an agenda of analysis, visualization, automation, and scale.

  • Conduct research within internal teams or with external partners to understand the customer journeys
  • Acquire insights and analyze data utilizing experience management and insights tools such as Qualtrics and Clarabridge
  • Proactively find opportunities to reduce effort and increase satisfaction
  • Own or be a member of initiatives delivering the voice of the customer that span across our processes and products
  • Collaborate across multiple teams on root cause analysis and delivering customer insights
  • Provide and present timely insights to support decision making for our leadership team
  • Stay on top of customer and partner preferences, technology trends, and market demands
  • Make recommendations for operational improvements by analyzing quality performance
  • Collaborate across CPCE to develop predictive models, with an experience or effort lens
  • Surface partner/customer challenges within the journey management process, to identify improvement opportunities and their holistic impact
Are you up to the challenge Who You Are:Minimum qualifications:
  • Bachelors degree in Math, Data Science, Computer Science, a related technical field, or equivalent practical experience
  • Experience specifically on customer insight or analytical teams, delivering analytics to various operational teams, as well as senior partners
  • Experience with both qualitative and quantitative research methodologies
  • Experience working with visualization tools and/or data analysis (e.g., Excel, Power BI, Tableau)
  • Systematic problem-solving approach, coupled with excellent written and verbal communication skills, and a sense of ownership and drive
Preferred qualifications:
  • A high tolerance for ambiguity and the ability to drive action despite incomplete information.
  • Project management, planning, and organization skills, including ability to work with multifaceted projects in a fast-paced environment
  • Ability to work optimally in teams with varied strengths, including key leaders and executives
  • Working technical knowledge of Qualtrics, Clarabridge, and Salesforce
  • High proficiency in survey principals and methodologies
  • Experience in coding (i.e. Python, SQL) and Statistical analysis (i.e. R)
  • Experience applying A/B tests and non-experimental methods to estimate impact
  • Experience in a customer service-related, e-commerce-related, or strategy-related field
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Keyskills :
sqldata analysissql serverdatabasesreportingvoice of the customerroot cause analysispower biroot causedata scienceproblem solvingmedia solutionscustomer service

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