We believe that we are better together, and at Tripadvisor we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique perspective and experiences, so we can collectively revolutionise travel and together find the good out there.

Tripadvisor is the world’s largest online travel site, visited by 390 million travellers each month, and our business – Viator – is a fascinating and ever-evolving part of the organisation.

Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home. 

Location: Oxford/Hybrid

Working Hours: 37.5 per week

As the Customer Operations Business Analyst, you are an integral part of the global Viator Operations Management team. You will report to the Director of Customer Service Operations & Processes and will have frequent and significant exposure to the senior management teams at Viator. 

You will be responsible for analysing and enhancing customer service and sales data, gathering requirements, optimising processes, and supporting the implementation of solutions to ensure a seamless and efficient experience for both Customer Services and Telesales teams. Through creating reports, project management, stakeholder engagement, and continuous improvement initiatives, you will contribute to elevating Viator's customer operations and sales performance on a global scale.

Key responsibilities include:

• Lead Analysis: Take the lead in analysing Operations data, focusing on translating insights into actionable strategies for improving product, policy and process performance. 

• Insightful Support: Provide timely insights and analytical support to internal stakeholders, aiding effective decision-making across the organisation. 

• Data Reports: Responsibility of creating, maintaining, and delivering data reports. Your expertise will be pivotal in transforming complex datasets into insightful reports, showcasing key highlights that drive informed decision-making within the Customer Operations. 

• Innovative Frameworks: Develop new qualitative coding frameworks and lead model building in emerging areas to uncover hidden opportunities within our sales and service data. 

• Proactive Recommendations: Proactively identify opportunities within data and articulate findings into actionable recommendations for Operations, product teams, and other relevant departments. 

• Performance Measurement: Identify key success indicators, establish best practices for measurement and reporting, and take ownership of automating reporting tools. 

• Ad Hoc Support: Address ad hoc queries and provide analytical support to accommodate the evolving needs of our fast-growing business. 

• Stakeholder Relationships: Foster exceptional relationships with stakeholders and team members to ensure work streams and projects align with strategic objectives.  

• Strategic Influence: Understand strategic roadmaps and actively influence them to drive actionable change within the Customer Service Operations. 

• Sales and Service Case Analysis: Create concepts, justify business cases, and conduct analyses to enhance customer engagement and sales metrics. 

• Testing Analysis Leadership: Lead the measurement of testing analyses for Customer Operations, supporting deep-dive insights into true business impact. 

• Problem-Solving Proficiency: Demonstrate an excellent approach to problem-solving and analytics, particularly with large datasets. Independently drive meaningful insights from broad requirements with efficiency and optimization aligned with wider strategic goals. 

• Data Handling Expertise: Possess the ability to work with large datasets and effectively summarise findings in a clear format. Investigate data issues across all points of sale, identify errors, and collaborate with appropriate teams for resolution. 

• Proactive Data Quality Control: Take ownership of data quality control within Customer Operations, actively identifying and triaging data issues. Participate in data tracking planning and implementation for new feature releases to prevent/minimise data issues. 

• Project Independence: Demonstrate the ability to run analytics projects independently. Break down complex business questions, gather relevant information from stakeholders, conduct data exploration, seek feedback, and deliver insights to drive actionable results. 

• Alignment with Business Strategy: Understand the overall business strategic direction and contribute meaningfully to that strategy through your analytics work. Drive insights with manager guidance to align with Customer Operations Key Results. 

• Effective Communication: Share information succinctly yet comprehensively, focusing on key components relevant to each audience. Track and retrieve information on current and past performance. 

• Adaptability: Understand team goals and their relation to day-to-day priorities. Collaborate with your manager to adjust priority levels when multiple projects have similar impacts. 

• Problem Resolution: Facilitate cross-team conversations to remove project blockers. Communicate energetically and emotionally to inspire team members and stakeholders to follow your lead. 

• Analytical Synthesis: Synthesise larger business problems into small, answerable questions with clear steps. Clearly articulate business problems, analytics approaches, key findings, and next steps for analysis to non-technical audiences. Combine visualisations and text for intuitive and reproducible work.

Ideal Candidate:

• Experience: Demonstrated track record with over 5 years of analytical experience, particularly in an international matrix environment, ideally within the dynamic landscape of a fast-paced e-commerce company. 

• Performance: Proven success as a top performer in previous roles. 

• Passion for Data: Genuine enthusiasm and passion for data, recognizing its potential for compelling storytelling. 

• Statistical Mindset: Possession of a statistical mindset with a solid understanding of testing methodologies. 

• Analytical Skills: Strong analytical, conceptual, and problem-solving skills, showcasing the ability to work effectively under pressure and meet tight deadlines. 

• Data Transformation: Proficiency in turning large datasets into persuasive arguments for change. 

• Attention to Detail: Unwavering attention to detail in all aspects of analytical work. 

• Technical Proficiency: High proficiency in essential tools such as Excel, SQL client, and Tableau, with a beneficial familiarity with Python. 

• Proactive Approach: Proactive in nature, thriving in an independent and fast-paced work environment. 

• Adaptability: Ability to interpret loose requirements, ask intelligent questions, and produce high-quality, actionable insights. 

• Learning Agility: Confidence and ability to quickly learn and adapt to new tools, technologies, and methodologies. 

• Collaboration Skills: Proven experience in effective collaboration at all organisational levels, including senior management, and across diverse functions and departments. 

• Start-up Mentality: Demonstrated embrace of a start-up mentality, ready to proactively roll up sleeves and take initiative to drive tasks to completion. 

As a candidate for this role, you are expected to possess a strong command of key industry tools, including SQL, Tableau, and Excel. Specifically, your expertise should encompass the following:

• Advanced SQL Skills: You are proficient in intermediate SQL, demonstrating comfort with CASE statements, UNION queries, subqueries, and window functions. Your ability to read and provide constructive feedback on others' code, adhering to best practices, is a crucial aspect of your skill set. 

• Excel Proficiency: You exhibit fluency in Excel functions, including LOOKUP, SUMPRODUCT, INDEX/MATCH, and the capability to use MACRO, which is considered an additional advantage. 

• Tableau Mastery: Advanced proficiency in Tableau or a similar visualisation tool is a requirement for this role. You should be adept at designing and constructing robust, error-free visualisations efficiently. Moreover, you are capable of leading discussions on the optimal visualisation approach for a given analysis. 

• Learning Agility: Your confidence extends to learning new tools, technologies, and methodologies, reflecting your adaptability to evolving industry standards. 

• Python Knowledge (Preferred): While not mandatory, familiarity with Python is considered a plus for this role, showcasing your versatility in handling diverse tools.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request.  Please include the job requisition number in your message.

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#LI-Jacob