About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will 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. Viator. One app, 300,000+ travel experiences you’ll remember.

Please note this position is a hybrid role, with the expectation to attend our Oxford office 2 days per week.

What we do in Customer Insights & Analytics at Viator:

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.

• Be the go to person for Operational insights, be closer to the data that anyone else in the company.

• 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.

What you’ll bring to the team:

General

• Experience : 7+ 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 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

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.
• 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.

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.
• 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.
• 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

What we are looking for?

• 7+ years in an analytical role with experience in an international matrix environment, ideally at a fast paced e-commerce company.
• Hybrid Working: 2 days a week required in the Oxford office.
• 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.
• 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.

Perks of Working at Viator

• Competitive compensation packages, including base salary, annual bonus, and equity.
• “Work your way” with flexibility to suit your lifestyle. We take a remote-friendly approach to collaboration, with the option to join on-site as often as you’d like in select locations.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

Our Values

We aspire to lead; We’re relentlessly curious;... want to know more? Read up on our values:

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.

We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.

Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there

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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