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 revolutionize 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. 

What we do in Customer Insights & Analytics at Viator: 

At Viator, the only thing we love more than travel is data. We slice it, we dice it, and we use it to empower our decision making. In fact, most would be surprised at just how many people in our office can write their own SQL queries. 

The Customer Insights team uses both quantitative and qualitative data to understand customer pain points along the traveller journey as well as Operational efficiencies within our Customer Service department. 

The Customer Insights Analytics Team is seeking a Senior Analyst for Customer & Operations Analytics who has the analytical and leadership skills as well as business experience to support numerous end users from an analytics and measurement perspective, driving out insight to influence valuable change, and is looking to join a fast-growing all-star team dedicated to providing the highest quality data driven insights.

What you’ll do:

Can you play a leading role in helping drive positive change for the Operations and Product teams?

• Lead analysis for the Operations group, focused on developing the capability to translate data into actionable insights that will improve product and process performance.
• Provide timely insights and analytical support to different internal stakeholders to support effective business decision-making.
• Create new qualitative coding frameworks and lead model building in new areas.
• Proactively seek out opportunities hidden in our or industry data. Articulate your findings into suggested actions for Operations, our product and/or other teams. 
• Identify key success indicators and determine best practices for measurement and reporting. Own and automate reporting tools.
• Assist with ad hoc queries and provide analytical support to our fast-growing business as it evolves. 
• Be the go to person for Operational insights, be closer to the data that anyone else in the company.
• Provide a vital link in the strategy - execution - analysis chain to ensure we move quickly and stay ahead. 
• Be a leader within the team, ensuring the best approaches, coaching, developing junior members of the team, to deliver the highest standards and capability.
• Develop exceptional relationships with stakeholders and within the team to ensure all work streams and projects are delivered to the strategic needs and objectives.
• Understand strategic roadmaps and actively influence these driving actionable change.
• Create concepts, justify business cases analyse to improve customer engagement and value metrics
• Lead on the measurement of testing analysis to provide insights of true business impact, using deep dive to understand the results

What you’ll bring to the team: 

General

• Experience : 5+ years' experience in an analytical role (ideal backgrounds include: a similar Analyst role at a web company ideally with experience working on Operational Analytics, a data-based consulting role, or other data strategy type positions)
• Education: Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc.), Master’s Degree a plus.
• Proactive not reactive, with ability to work independently in a fast-paced environment

Tool knowledge

You will have knowledge of key industry tools, SQL, Tableau and Excel. Specifically for this role that would include:

• Advanced SQL: You are comfortable with intermediate SQL: CASE, UNION, subqueries, windows functions. You must be able to read others' code and be able to provide feedback for making the query quality better (know best practices).
• Fluent with excel functions (LOOKUP, SUMPRODUCT, INDEX/MATCH), able to use MACRO is a plus
• Advanced proficiency in Tableau/visualization tool required. Must be able to design and build robust, error-free visualizations quickly. Able to lead the discussion around how a given analysis should be visualized.
• Confident with learning new tools, technologies, and methodologies
• Python knowledge preferred but not a prerequisite

Analytics Approach

You will have an excellent approach to problem-solving and analytics, having worked on large datasets you will be able to take broad requirements, work independently and drive meaningful insights. You’ll take an efficient and optimised approach, and understand how your work streams deliver to the wider strategic goals. Specification for this role that would include:

• Ability to work with large dataset and summarize findings in a clear format
• Lead innovation within the team. Create opportunities for bringing in new knowledge, such as reading groups, conferences, and other training.
• Ability to take in loose requirements, work independently, ask smart questions, and produce high quality actionable insights
• Ability to investigate data issues across all points of sale, for booking and session data. Know how to follow data to identify the error and raise the issue to the appropriate teams.
• On top of data quality control in your business area, be able to identify and triage data issues and actively work to prevent/minimize data issues from happening (e.g. participating in data tracking planning and implementation for new feature release)
• Be a subject matter expert in your business areas. Know the business and data in and out. Stakeholders rely on your knowledge and experience to drive strategy
• Attend industry leading conferences and bring back new ideas. Be an innovation advocate and push senior managements' buy-in on technology which increases productivity and improves analyses accuracy
• Ability to run an analytics project independently. Able to break down complex business questions into small pieces and build overarching framework. Effectively gather relevant information from stakeholders, run data exploration, seek feedback and deliver insights
• to drive actions
• When necessary, reach out to other teams in the similar domain for ideas. Always keep yourself current with industry leading technology and not afraid of changing and improving
• Understand the overall business strategic direction of the area and the company. Seek to make a meaningful contribution to that strategy via your analytics work. Drive insights with manager's guidance
• Consistently seeking more efficient ways to run analyses. Never fully satisfied with the existing solution.

Project Management

You will have an excellent approach to managing your analytics projects, working closely with stakeholders, understanding and managing priorities, also ensuring results are communicated clearly and concisely. Specifically for this role that would include:

• Proactively schedule stakeholder check-ins for analysis updates. Strong relationship with a number of key business stakeholders. Influential role in a variety of projects and initiatives. Able to provide valuable advice and ask important questions in meetings. Communicates effectively while being open-minded and respectful towards others.
• Rely heavily on planning ahead for projects and quarterly roadmaps. Require team members to plan their tasks and follow timelines. Closely aligned with business objectives and able to prioritize the most valuable projects.
• Think in projects rather than tasks. Projects have an execution plan, duration, and end. Goals are clearly outlined and large tasks broken into small tasks.
• Succinct and to the point when sharing information, but always able to provide additional details when needed. Understand and focus on the key components that need to be communicated to each audience. Track and able to easily retrieve information on current and past projects.
• Understand team's goals and how they relate to your day-to-day priorities. Work with your manager to tweak priority levels when multiple projects have similar impacts.
• Facilitate cross-team conversations to remove project blockers. Ability to communicate at an energetic and emotional level to inspire team members and stakeholders to follow your lead.
• Develop concrete project roadmaps with objectives, steps, and expected output for larger projects. Contribute your own ideas to the quarterly roadmap. Make suggestions for weekly priorities.
• Synthesize larger business problems into small, answerable questions with clear steps to quickly learn about the most important questions.
• Clearly state business problems, analytics approaches, key findings and next steps for an analysis. Articulate assumptions, issues and improvements to non-technical audience. Combine visualizations and text to ensure key takeaways are clearly presented to your audience. Ensure all work is intuitively annotated and reproducible.
• Synthesize larger business problems into small, answerable questions with clear steps to quickly learn about the most important questions.

People Management

You will proactively reach out and build strong relationships, with stakeholders and other analysts, knowing when to seek guidance and support. Specifically for this role that would include:

• Drive the agenda, ensuring high priorities are delivered, working with and managing stakeholder's expectation and push back on requests when appropriate. Set clear responsibility boundaries. Communicate project updates and obstacles effectively and recommend alternative solution. Align analytics roadmap with stakeholders' initiatives to ensure transparency
• Excellent team management skills, a leader of team culture, and an expert in managing all situations that may arise in relation to the team. Strong ability to manage and mentor senior direct reports and more junior analysts to enable them to successfully deliver in their analytics areas. Provide constructive feedback, mentoring opportunity and training/development, shaping career direction and approach. Ensure team has strong results and high impact. Solves behavioural and performance issues.
• Excellent communicator, on project status, progress and outcome. Leverage senior management to help achieve business goals and deliver impactful business outcomes. Influence on business strategies using the best domain knowledge. Ensuring projects are well managed, prioritised and stakeholders are fully up to speed on progress.
• Effectively identify teams and other stakeholders directly impacted by your analysis, gather their feedback, and work with your manager to appropriately integrate the feedback.
• Ready to run kick-off meetings with stakeholders and propose analytics solutions. Fully aware of the broad set of stakeholders you interact with in all the business units. Keep them informed on insights/findings though they may not asked for it.
• Sets priorities effectively; when you re-prioritize the roadmap, make sure stakeholders understand the rational and be on the same page. Keep proactive communication and push back on bad requests when necessary
• Effectively communicate status, progress and outcome to senior management. Proactively highlight any issues blocking your forward progress on a project, and ensure you are setting accurate expectations with your manager on your current set of work. Work with your manager to identify career development opportunities and your career path at the company.
• Ability to influence other analysts/Sr. analysts with your point of view. Believe in "we are better together" and provide feedback with your domain knowledge.
• Ability to build buy-in and support for your projects from senior managers both within and outside the analytics organization. Work with your manager to put together a concrete, actionable career development roadmap

What we are looking for? 

• 5+ years in an analytical role with experience in an international matrix environment, ideally at a fast paced e-commerce company.
• Top performer with a proven track record of success.
• A healthy passion for data and its ability to tell a story.
• Statistical mind-set with experience in testing methodology.
• Strong analytical, conceptual and problem solving skills with the ability to work under pressure and to tight deadlines.
• Ability to turn large data sets into well-articulated arguments for change.
• Unwavering attention to detail.
• You live in Excel, a SQL client, Tableau and a few other useful tools of the data trade; knowledge of Python an advantage.
• Proficiency in English in order to be able to work with qualitative as well as quantitative data.
• Proactive not reactive, with ability to work independently in a fast-paced environment.
• Ability to take in loose requirements, ask smart questions, and produce high quality actionable insights.
• Confident with learning new tools, technologies, and methodologies.
• Ability to work at all levels including senior management; and across multiple functions/departments.
• A start-up mentality, roll your sleeves up and get things done.

#Viator