← Back to list
Job · Senior

Senior Data Analyst, Customer Care Analytics

GetYourGuide
Data Engineer • Senior • On-site • Full-time • 📍 Berlin
📄 View original listing (EN)

GetYourGuide is hiring a Senior Data Analyst to be the key analytical partner to Customer Care, the team that supports travelers when things go wrong and protects trust in the experience. You will work with Care leadership, Product and the broader Analytics organization to ground Care's biggest decisions in rigorous measurement and clear trade-offs. The role spans Traveler, Supplier and Partner Operations while staying anchored in Analytics standards.

Stack

Airflowdata scienceJupyterPythonSparkSQL

Responsibilities

  • ▹Define and drive the strategic Care analytics backlog and turn it into recommendations shaping priorities and policies
  • ▹Build and evolve metrics, models and dashboards that make efficiency, friction and outcomes measurable and self-serve
  • ▹Deliver deep-dive modeling quantifying drivers and trade-offs behind contacts, refunds, CSAT and channel performance
  • ▹Be Care's analytical voice across the company for Travelers, Suppliers and Partners
  • ▹Champion hypothesis-driven, rigorous decision-making

Requirements

  • ▹5+ years of relevant experience in an analytics or data science role
  • ▹Production-grade SQL and strong working knowledge of Python (notebooks, modeling, analysis workflows)
  • ▹Experience with experimentation (statistics, assumptions and evaluation)
  • ▹Strong statistical background and advanced methods (causal inference, difference-in-differences, regression, propensity score matching)
  • ▹Strong stakeholder management with senior leaders in ambiguous environments
  • ▹Experience with data visualization and reporting tools (e.g. Looker, Jupyter Notebooks)

Nice to have

  • ▹Experience working in Customer Care within a marketplace
  • ▹Familiarity with ETL/orchestration tools (e.g. Airflow) and/or big data tooling (e.g. Spark, Hive)
  • ▹Experience in agile product teams and cross-functional mission setups
  • ▹Exposure to LLM APIs (OpenAI, Gemini, Anthropic)

Soft skills

Excellent communication, ability to influence without authorityAbility to turn messy questions into structured analysis and crisp narrativesStrong customer mindset, understanding the 'why' behind the numbersComfort operating in high-context, ambiguous environments
Languages: angol