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We are now looking for a technical Business Analyst for Customer Support. The Customer Support area has been transformative during the pandemic. During the last year it has been transformed from a supporting department to a key differentiator against the competition. We have developed some features that revolutionized the way people manage their bookings and made travelling more flexible from a consumer point of view.
Why eDreams ODIGEO
Join the world's leading travel subscription platform and one of the largest e-commerce businesses in Europe.
20 million customers – 44 markets – 5 brands – 5.4M members in Prime
16.2 million bookings FY23 - More than 50,000 bookings per day - 100 million daily user searches
1400 employees – More than 50 different nationalities - 99% permanent contracts - 36.3 average age
We're a leading travel tech company, revolutionising the travel booking experience through our consumer insight, innovative technology, market leadership, and Prime, the world's first travel subscription program.
What you will do:
The Role's Key Responsibilities and Tasks
As an eDOer, you will have clear objectives, great challenges and a clear overview of how your work contributes to the global company project and its customers. As a Metasearch Manager in the Revenue team] you will be in charge of:
- Responsible for execution of key analysis, being the data entry point for the business team and including taking ownership of the different data sources from the business side. Understand the business needs, gather the data and present the key insights: “Contribute to the Customer Support strategic roadmap with numbers”
- Analyze Data from the whole area, we serve both the Product area as well as all our centers. This means you’ll be answering questions like how can we best utilize our VIP agents as well as going into depth about how we can improve our chatbot
- Elaborate business cases to support strategic product decisions: e.g. should we train more agents? what is the next feature we should develop? should we double down on our efforts and redirect more customers to the chat bot ?
- Create dashboards and tracking: master the internal Business Intelligence tools to contribute to the monitoring and tracking of our business KPIs. Work with data engineering and data science teams to be able to leverage all our internal data
- Contribute to the delivery of Customer Service strategic projects: participate in the delivery of the key internal projects, giving support from the business side to ensure progress and effective delivery of the desired outcomes. Work together with product and call centers in the execution of the projects, giving support from the analytical and business side
What you need to succeed:
Good to have
Bring your unique perspective, speak up, and offer disruptive solutions. You'll have the opportunity to learn and grow while making a real impact on our team. Here's what you need to succeed:
- Bachelor’s degree in a quantitative discipline (Mathematics, Statistics, Computer Science, Engineering, Economics, etc.),
- 2-4 years experience in a role with strong analytical component
- Strong knowledge of SQL is a requirement, as well as experience in working with databases and large sets of data; python programming skills and experience with Google DataStudio will be highly valued
- Advanced Office skills. Strong experience with analytical tools, ideally with the Google toolset (spreadsheets, google docs, etc)
- Strong analytical skills, fast-learner, with high attention to detail and focused on results and productivity
- A self-starter and team player, who also enjoys to have fun!
- Business Proficiency in English
What’s in it for you?
The best talent deserves the best benefits
At eDO, we want you to be a part of our success story and great culture.
Here's what we offer:
- A rewarding Compensation package! 💥 Prime Plus membership, competitive salary and benefits package, including flexible benefits, performance-based bonuses, birthday day off, discounts and partnerships, relocation support and the possibility of choosing your equipment and, even better, keeping it for free after 3 years.
- Continuous learning to fuel your growth and explore new horizons! 📚 Learn and grow with free Coursera access, soft skills workshops, tech training, leadership development, and more. Plus, enjoy a great onboarding program.
- Grow opportunities to empower your career, and unleash your potential! 🚀 Personalised career paths and the eVOLVE Program will help you discover, grow, and thrive. Internal mobility opportunities let you pursue horizontal career changes and promotions.
- Your Well-being is our priority. Embrace Freedom and Flexibility! 💙 At eDO, we value flexibility, employee care, and transparency. We offer a hybrid home-office model focused on outcome, not time-in-seat. You'll be able to find the right work-personal life balance that suits you best.
- Work hard, party hard! We believe in having fun and connecting with colleagues! 🎉 Join eDO for after-work events, padel tournaments, parties, and more. Create communities based on your passions, like sports and music. Come to work as you are, with no dress code, and enjoy free fruit, coffee, and tea at our offices.
- Enjoy a dynamic and healthy environment! 💫 Be innovative, take risks, and share your ideas. Our diverse and open-minded teams support high performance, learning, and growth. You'll work in an Agile mindset environment with recognition at our core.
Wanna take a peek into what it's like to work at eDO? Follow us on LinkedIn and discover more about life at eDO!
If you are ready for a career opportunity with unmatched benefits, continuous learning, and a supportive work-life balance, look no further! Take your career to new destinations by applying now and help our diverse, inclusive, and passionate team shape the future of travel.
Apply now!
We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status. Our people are the key to our success. Each one of them is unique in their own way and the respect for their uniqueness is and will always be a passion and motivation.
