As you contemplate your future, you might be asking yourself, what's the next step? Start your journey with us!
We are now looking for a data driven and customer focused CX Business Analyst to support the Customer Experience in driving insights to achieve our OKRs and objectives that will positively impact our 18+ million customers and 1000+ agents. You will work closely with the business and product teams and the rest of the Customer Services team.
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.
Role Mission:
Develop data-driven insights to support decision-making and achieve CX strategic objectives by improving Prime customer retention, subscription growth, and enhanced customer support. This role aims to uncover and implement opportunities for driving operational effectiveness and achieving long-term business value.
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 CX Business Analyst you will be in charge of:
- Data-Driven Insights Development:
- Collaborate with Business Owners to develop insights that support daily decision-making
- Identify and analyze relevant customer data to drive CX business goals, particularly in retention, subscription, and support.
- Transform data into actionable insights, identify opportunities, and present these insights for decision-making.
- Strategic Decision Support:
- Create detailed business cases to support strategic decisions, size problems, and prioritize actions.
- Performance Tracking and Reporting:
- Monitor the impact of new initiatives and regularly report progress and insights to relevant stakeholders.
- Define KPIs and reporting needs to track performance and drive continuous improvements.
- CX Point of Contact and Support:
- Serve as the main CX point of contact for other eDO teams required to drive insights or get input data (if applicable)
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 (Computer Science, Engineering, Economics, Mathematics, etc.) or Business Administration (Finance specialisation)
- Analysis experience is required – minimum 3 years
- Strong analytical skills, fast-learner, with high attention to detail and focused on results and productivity
- Strong communication skills, ability to communicate in a clear and synthetic manner results, insights and implications
- Strong stakeholder management and influencing skills;
- Ability to work effectively under pressure and to deadlines;
- Ability to grasp complex scenarios and their translation into actionable insights, ability to structure and breakdown complex problems into
- Ability to look for improvements;
- Proactive, highly motivated, self-directed, customer focused personality.
- Fluency in English;
- Advanced Office skills. Strong experience with analytical tools, ideally with the Google toolset (Spreadsheets, Google docs, etc)
- Experience in working and building reports with data visualization tools such as Google Data Studio, Power BI, Tableau, etc.)
- Experience in the online travel industry or e-commerce is preferred but not a must
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.
