Описание: Kiwi.com is a global travel-tech company headquartered in the Czech Republic. Its algorithm helps users find flight routes and prices that other search engines may not identify, performing billions of price checks across 95% of integral flight content.
Задачи
- Support the analytical side of refunds operations by building reliable data structures, tracking process flows, and partnering with Finance, Product, and Engineering to optimize airline recovery performance;
- Partner with CS Operations to turn large-scale datasets into actionable insights supporting agent productivity, queue management, and customer satisfaction;
- Identify inefficiencies across CS Operations and Refunds as a collaborative process expert, using AI tools to streamline daily workflows;
- Collaborate with Workforce Management and vendor partners to provide accurate data for volume forecasting, productivity tracking, and headcount modeling;
- Co-create automation processes with Engineering by evaluating expected efficiency gains and supporting smooth post-implementation transitions;




- Maintain and improve internal data pipelines by writing optimized SQL queries and keeping shared reporting tools up to date;
- Develop clear, empathetic, and data-backed narratives for senior leadership that explain operational challenges and propose thoughtful solutions.

Требования
- Proven experience in a business analytics role, translating complex operational data into business decisions, ideally in a Customer Support environment;
- Strong SQL skills, including writing and managing queries, understanding data structures, and supporting peers through code reviews;
- Professional proficiency in English, written and verbal;
- Ability to communicate clearly and empathetically with diverse stakeholders and senior leadership;
- Ability to work in an adaptable, fast-paced environment with flexibility, open collaboration, and mutual support;
- Collaborative problem-solving approach, curiosity, and willingness

📌 business analyst in customer support operations (Barcelona)
🏢 Enfint
📍 Barcelona