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.
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
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.