Senior Customer Operations Analyst (Viator)

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Senior Customer Operations Analyst (Viator)

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TripadvisorAbout ViatorViator, 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 RoleAs 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 ResponsibilitiesDrive measurable impact: Use advanced analytics to uncover customer pain points, diagnose root causes, and deliver actionable recommendations that directly improve customer service outcomes.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.Operational monitoring and improvement: Identify trends and anomalies in large datasets, working closely with cross-functional teams to refine KPIs and surface opportunities for operational excellence.Change and test partner: Plan, test, and evaluate service improvements—supporting A/B testing and adopting statistical approaches to measure real-world impact.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.Data stewardship and best practice: Safeguard data quality and consistency across sources, championing robust definitions and process optimisation.Mentorship and leadership: Coach colleagues in best practice analytics, data management, and storytelling—raising the bar for analytics maturity across the team.What You’ll BringEssential RequirementsBachelor’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 environmentExpert-level SQL proficiency: confident using advanced SQL and able to review, optimise, and explain complex queries to othersAdvanced 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 solutionsDemonstrable impact: clear examples of how your analysis and insight have directly driven operational, customer service, or business improvementsAdvanced ability to manipulate, interrogate, and summarise high-volume data quickly and accuratelyAnalytical problem-solver: adept at breaking down ambiguous requests, proactively identifying opportunities, and turning analysis into compelling recommendationsExperience managing multiple deadlines and priorities, producing accurate outputs under tight timelinesOutstanding communicator: able to translate complex analyses into actionable insights for both technical and non-technical audiences; confident presenting to senior managementComfortable designing and interpreting A/B tests or other statistical approaches relevant to service improvementSelf-sufficient and proactive: works independently, asks the right questions, and takes full ownership of projects and stakeholder engagementFluency in English (written and spoken) and proven ability to work with both qualitative and quantitative dataExcellent stakeholder management: confident working with, influencing, and delivering to senior leaders as well as cross-functional teamsMaster’s degree is a plusPython knowledgeExperience in an international matrix environment, ideally at a fast-paced e-commerce companyWhat We OfferHybrid working: 2 days per week required in the Oxford or London officeCompetitive salary and benefits packageOpportunity to work with cutting-edge analytics tools and methodologiesCareer development opportunities in a fast-growing businessPerks of Working at ViatorCompetitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses“Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.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 ValuesWe 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.#Viator

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