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CX Analyst

India - Gurgaon

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CX Analyst

The Reliability Engineering and Operations Insights team provides customer and system insights through customer feedback, live site performance and service availability analysis. We focus on supporting and improving the production environment through detecting enhancement opportunities, friction points and quantifying the impact to drive prioritization with our product, technology, engineering and conversation platform teams.  

Values 

  • Accountable – owns results and drives for further development 

  • Natural Sense of Curiosity – always looks to understand what, why, how 

  • Values Cross Functional Collaboration – understands the benefit of every role 

  • Has a Bias to Action – is results-oriented and acts with vitality 

  • Data Driven – uses data to support decisions


Position Overview: Customer Insights Analyst

What you will do:

  • Actively supervise customer experience through signals from customer feedback 

  • Use wide range of tools (internal / 3rd party) to investigate the issues reported by customers and translate the observations into business recommendations 

  • Identify and raise disruptions for any customer or agent facing services or applications 

  • Translate business impact on a global scale to support determination of priority for given issue 

  • Write analytical narratives tailored to product needs that may push unlocked enhancement opportunities in product backlogs 

  • Engage with internal product and technology teams to further analyze and gather information 

  • Provide reporting and analytics of customer insights and how they impact the business, including regular and ad-hoc reporting 

  • Find opportunities to automate processes eliminating manual work and driving efficiencies 

  • Actively participate during live site incidents and crisis events with analysis and ad-hoc reporting 

  • Understand and follow processes and knowledge documents with integrity 

  • Collaborate with other analytics and technology teams to understand and stay updated on collaboration opportunities and work cohesively towards common goals 

  • Assist on various projects and tasks as assigned by leadership


Who you are:

  • The qualified candidate possesses 1+ year of experience in customer analytics space 

  • Strong analytical and quantitative skills – experience pulling, manipulating, and deriving insight off of data; SQL, Tableau, Omniture, Splunk, Qubole (data lake platforms) 

  • Experience using agile work management tools such as Jira, Trello or equivalent 

  • Critical thinking skills and logical reasoning abilities are essential for being effective in the role 

  • Implementing the scientific method with the ability to correlate various data sources to strengthen investigation results with multiple lines of evidence 

  • Use of good judgment and attention to detail to identify issues, perform analysis and share findings with product, engineering and business teams 

  • Capable of effectively prioritizing and executing tasks in an evolving and dynamic environment 

  • A curious mind and interest to understand the nuances of a highly complex technology stack by performing self-motivated research to learn independently 

  • A strong commitment and willingness to learn as well as share your knowledge with the team 

  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds 

  • Excellent written and verbal English interpersonal skills 

Desired Skills 

  • Understanding of customer experiences and its drivers on platform sites such as Google, Amazon

  • Understanding of customer life cycle, Test and Learns performed on products 

  • Familiarity with distributed systems in cloud, such as: AWS, Google Cloud, Azure 

  • Coding/scripting skills to automate manual efforts 

Why join us?

Expedia Group recognizes our success is dependent on the success of our people.  We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business.  Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so. 

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach.  We relentlessly strive for better, but not at the cost of the customer.  We act with humility and optimism, respecting ideas big and small.  We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple.  Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, Vrbo®, Orbitz®, Travelocity®, Wotif®, ebookers®, CheapTickets®, Hotwire®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® Cruise® and SilverRail Technologies, Inc. For more information, visit www.expediagroup.com.

*LI-CH1

Expedia is committed to creating an inclusive work environment with a diverse workforce.All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
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R-56338

Job Category
Information Technology Group

Job Function
Systems

Location
India - Gurgaon

Job Type
Full-Time Regular

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