Senior Business Analyst - CS Analytics

Stack

Responsibilities

• ▹Support the analytical side of the refunds operation by building reliable data structures, tracking process flows, and partnering with Finance, Product, and Engineering to optimize airline recovery performance
• ▹Partner with the CS Operations team to turn large-scale datasets into actionable insights that support agent productivity, queue management, and customer satisfaction
• ▹Identify inefficiencies across CS Operations and Refunds by leveraging AI tools to support and streamline daily team workflows
• ▹Collaborate with Workforce Management and vendor partners to ensure accurate, trusted data for volume forecasting, productivity tracking, and headcount modeling
• ▹Co-create automation processes alongside Engineering by evaluating expected efficiency gains
• ▹Maintain and improve internal data pipelines by writing optimized SQL queries
• ▹Develop clear, empathetic, data-backed narratives for senior leadership

Requirements

• ▹Proven track record in a business analytics role, ideally within a Customer Support environment
• ▹Strong SQL proficiency, confidence writing and managing queries, understanding of data structures
• ▹Experience with data visualization tools (Looker, Tableau, or PowerBI)
• ▹Natural curiosity for AI tools
• ▹Professional proficiency level English, written and verbal
• ▹Thrives in an adaptable, fast-paced environment

Soft skills

What we offer

• ▹Hybrid and flexible work environment
• ▹Modern office in the center of Barcelona

About the company

Kiwi.com is a global travel-tech company headquartered in the Czech Republic, whose algorithm performs billions of price checks daily across 95% of global flight content.