Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore — everything from simple tours to extreme adventures — making memories that last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it's never too late to make any day extraordinary.
About the Role
As a Senior Customer Operations Analyst, you'll apply rigorous analytics to uncover insights, drive measurable improvements, and shape customer service strategy. You'll partner with stakeholders to deliver clear recommendations, support data-driven change, and ensure every operational decision is grounded in robust analysis, directly enhancing customer outcomes.
Key Responsibilities
1. Drive measurable impact: Use advanced analytics to uncover customer pain points, diagnose root causes, and deliver actionable recommendations that directly improve customer service outcomes.
2. End-to-end reporting: Own the design, build, automation, and maintenance of performance dashboards and critical reports for Operations and Product, ensuring accuracy and clarity at every level.
3. Operational monitoring & improvement: Identify trends and anomalies in large datasets, working closely with cross-functional teams to refine KPIs and surface opportunities for operational excellence.
4. Change & test partner: Play a key role in planning, testing, and evaluating service improvements—supporting A/B testing and adopting statistical approaches to measure real-world impact.
5. Stakeholder collaboration: Translate complex analysis into clear business value, acting as the primary expert for service data and KPIs, and ensuring alignment with strategic objectives.
6. Data stewardship & best practice: Safeguard data quality and consistency across sources, championing robust definitions and process optimization.
7. Mentorship & leadership: Coach colleagues in best practice analytics, data management, and storytelling—raising the bar for analytics maturity across the team.
Minimum Qualifications
* Bachelor's degree, preferably in an analytical field (mathematics, economics, engineering, statistics, or related)
* Minimum 5 years' hands-on experience in an analytics role, with a proven track record of delivering measurable impact in a data-driven customer service or operations environment
* Expert-level SQL proficiency: confident using advanced SQL and able to review, optimise, and explain complex queries to others
* Advanced data visualisation skills: highly proficient in Tableau (or equivalent tools), with a portfolio of robust, actionable dashboards built for business stakeholders; must demonstrate ability to design, automate, and troubleshoot end-to-end reporting solutions
* Demonstrable impact: clear examples of how your analysis and insight have directly driven operational, customer service, or business improvements
* Advanced ability to manipulate, interrogate, and summarise high-volume data quickly and accurately
* Analytical problem-solver: adept at breaking down ambiguous requests, proactively identifying opportunities, and turning analysis into compelling recommendations
* Experience managing multiple deadlines and priorities, producing accurate outputs under tight timelines
* Outstanding communicator: able to translate complex analyses into actionable insights for both technical and non-technical audiences; confident presenting to senior management
* Comfortable designing and interpreting A/B tests or other statistical approaches relevant to service improvement
* Self-sufficient and proactive: works independently, asks the right questions, and takes full ownership of projects and stakeholder engagement
* Fluency in English (written and spoken) and proven ability to work with both qualitative and quantitative data
* Excellent stakeholder management: confident working with, influencing, and delivering to senior leaders as well as cross-functional teams
Desirable Qualifications
* Master's degree is a plus
* Python knowledge
* Experience in an international matrix environment, ideally at a fast-paced e-commerce company
What We Offer
* Hybrid working: 2 days per week required in the Oxford or London office
* Competitive salary and benefits package
* Opportunity to work with cutting-edge analytics tools and methodologies
* Career development opportunities in a fast-growing business
* Collaborative, data-driven work environment
Perks of Working at Viator
* Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
* Flexible work arrangements to suit your lifestyle with remote options
* Flexible schedule promoting work-life balance
* Donation matching for charitable contributions
* Tuition assistance for career development
* Lifestyle benefits, including travel and wellness allowances
* Travel discounts and perks
* Employee assistance programs
* Comprehensive health benefits
#J-18808-Ljbffr