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is a leading general travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can’t see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that’s still got a start-up heart.
About Customer Support Analytics Team
We support our Customer Support department to turn complex operational data into thoughtful, high-impact decisions that enhance customer satisfaction and strengthen daily operations. Partnering closely across Product, Finance, and Operations, we build intuitive dashboards and data models to bring real-time visibility to friction points, tracking airline recovery and ensuring accurate, timely refunds. In our AI-native team, you will collaborate directly with key decision-makers,
seeing firsthand how your shared insights make the customer journey measurably better.
What you will do:
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- Support the analytical side of our refunds operation by building reliable data structures, tracking process flows, and partnering with Finance, Product, and Engineering to optimize airline recovery performance.
- Partner with the CS Operations team to turn large-scale datasets into actionable insights that support agent productivity, queue management, and customer satisfaction.
- Identify inefficiencies across CS Operations and Refunds by acting as a collaborative process expert, leveraging AI tools to support and streamline daily team workflows.
- Collaborate closely with Workforce Management and vendor partners to ensure they have accurate, trusted data for volume forecasting, productivity tracking, and headcount modeling.
- Co-create automation processes alongside Engineering by evaluating expected efficiency gains and s
📌 Senior Business Analyst (Barcelona)
🏢 Kiwi.com
📍 Barcelona
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Muestra tus habilidades a la empresa, rellenar el formulario y deja un toque personal en la carta, ayudará el reclutador en la elección del candidato.