Description
We are looking for an
Associate Director – CS Data & Insights
to join our Customer Service leadership team. In this role, you’ll serve as a strategic partner to senior stakeholders, translating complex data into actionable business strategies and recommendations.This position is pivotal in shaping how we understand customer behavior, optimize operations, and identify opportunities to improve the customer experience while mitigating risks. You will lead our CS data teams, ensure daily operations run effectively, and drive the development of a strong data-driven culture across the organization.You will also work closely with the Sr. Director and the CS Management team to design and execute our data strategy, integrating new data sources and ensuring we meet our contractual obligations toward our partners.
Key Responsibilities
Strategic Data & Analytics Leadership
- Contribute to the overall CS data and analytics strategy, ensuring alignment with company goals.
- Proactively identify and secure critical data sources, addressing gaps in data flows and infrastructure.
- Translate customer data into insights that guide strategic initiatives and continuous improvement.
Customer Insights & Analytics
- Partner with kay stakeholders & provide actionable insights for the customer experience (CX), based on qualitative and quantitative analysis of customer feedback and a review of relevant data.
- Develop and report on CX journey maps, influencing improvements across functions such as Product and Sales.
- Lead deep-dive analyses into CS performance areas to uncover new opportunities.
Advanced Analytics & Operational Optimization
- Apply machine learning and advanced analytics to identify efficiency gains and contact deflection opportunities.
- Oversee monitoring of CS inflow, queues, refunds, and claims to ensure operational excellence.
- Lead initiatives that improve performance, reduce risks, and enhance customer outcomes.
Reporting & Data Visualization
- Drive the creation of intuitive dashboards and automated reporting solutions.
- Ensure delivery of specialized and contractually required reporting, including reports to our B2B partner.
- Present complex data in clear, accessible ways that support daily decision-making and long-term planning.
Leadership & Cross-functional Enablement
- Manages, coaches, and mentors direct reports, fostering a culture of continuous learning, innovation, and analytical rigor.
- Champion a culture of continuous learning, innovation, and data-driven decision-making.
Requirements
- Bachelor’s degree in a quantitative field: Data Science, Statistics, Analytics, or a related field (Master’s preferred).
- 6+ years’ experience in data analytics within a customer service environment, including 3+ years in a leadership role.
- Expertise in customer data analysis, CX research, and advanced analytics/ML.
- Strong knowledge of CS metrics, data governance, and data security.
- Demonstrated ability to lead analytical teams and deliver measurable business improvements.
- Excellent communication and presentation skills, with the ability to influence at all levels.
- Proven track record of building data infrastructure and fostering a data-driven culture.
Benefits
Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide. The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company. You will have awesome colleagues with whom you will have fun solving complex problems in a fast-moving business.
We Also Offer
Working at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online Travel Agency worldwide.
- Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility!
- Central offices in the city. Regardless if you're in Athens, Stockholm or Uppsala we work from big, central offices.
- Growth – We believe in personal development and continuous education, thus we offer the opportunity of role-related training on tools and best practices.
- Team activities - We also like to schedule company/department/team activities and events outside the office space!
- Fun & Work: We have a relaxed & fun work environment where you can enjoy free coffee/tea, playing ping pong or video games.
- Health Benefits - We offer some good healt benefits tailored to the location you're in.
(For applicants in Sweden) As part of this recruitment process, we will be conducting background checks. You will be able to read more information and give your consent to this process in the application form.
