Senior Data Analyst, Customer Care Analytics

Stack

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