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Senior Analyst, Ops Business Intelligence

United States - Washington - Seattle

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‘EG’s agents are the human touch of the Virtual Agent Platform and are the Traveler’s Trusted Advisors'!!! 

We believe reducing customer effort, focusing on prevent opportunities and employing a pro-active stance will be the key retention driver for both customers and our advisors. We seek to build a position as the Travel Industry’s leading online travel agent. We need to transform our agent population into an ecosystem of Trusted Travel Advisors.  

Problem solving and focusing on continuous improvement is key to our success! Data & analytics is the key to unlocking opportunities and driving the right decisions. Are you looking to join a forward-thinking team of customer service professionals who are looking to radically alter our approach to customer service in a collaborative team environment?  

What you’ll do:  

Operations is a crucial organization that handles EG Brand’s customer contact queries. Reporting to the CPCE Operations Business Intelligence Manager, you will provide the data and insight that strongly influences how the business progresses towards strategic objectives. 

  • Identify, measure and analyze key performance metrics in order to provide business insights and guidance on results and strategic objectives 
  • Constantly assess the status quo, find and discuss opportunities for optimization, simplification and acceleration of current processes 
  • Build and deliver reports, dashboards and scorecards for all areas within CPCE Operations, ensuring all partners and colleagues look at data consistently  
  • Assist in the construction of a reporting library service through which colleagues will self-serve their reporting needs. When custom/ad-hoc reports are required you will either develop and add to the library or act as an authority for how the data should be interrogated to produce useful and impactful insights 
  • Feed any data and reporting gaps/requirements to the CPCE Operations Data Strategy Manager 
  • Become a Conversations Platform data expert  
  • Integrate yourself with wider EG data infrastructure and colleagues. EG's strategy is to unlock the potential of its data, to add value to customers and suppliers 

Who You Are: 

  • 3+ years of solid / demonstrated work experience analyzing data and constructing reports to answer business questions 
  • Bachelor’s degree in a quantitative field such as Mathematics, Statistics, Engineering, Computer Science, Economics, Finance, or related field 
  • Experience with Looker, Tableau or equivalency to create impactful data visualizations and interactive dashboards. Familiarity with ETL and data warehousing processes.
  • 3+ years of SQL experience with ability to optimize complex queries across large volumes of data.
  • Effectively communicate complex ideas to primary business partners, both verbally and in writing. Ability to communicate complicated technical information to non-technical audiences.  
  • Strong problem-solving skills with a keen eye for detail 
  • Ability to understand and formalize business problems, identify key challenges, and develop solutions utilizing data 
  • Capable of working both independently and in a team-oriented, collaborative fast-paced, results-driven environment 
  • Experience working with call center, e-commerce, customer, or transaction level data is a plus 

*LI-LW1

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

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, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.
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R-58316

Job Category
Customer Service Group

Job Function
Contact Center Metrics

Locations
United States - Washington - Seattle
United Kingdom - London

Job Type
Full-Time Regular

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