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 global 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 automationprocesses with Engineering by evaluating expected efficiency gains and supporting smooth post-implementation transitions;
Maintain and improveinternal 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 to experiment with innovative methods for complex operational challenges;
Nice to have: Experience with Data Visualization tools such as Looker, Tableau, or PowerBI, curiosity about AI tools.
Условия Monthly entitlement of 200 Euro redeemable through Cobee;
Cobee adaptable compensation allows allocation of up to 30% of gross salary to certain products or services using tax exemption;
Flexible working hours;
30 Paid vacation days and sick days;
Annual financial bonus based on company and individual performance;
Flight vouchers for Kiwi anniversaries;
Relocation package including visa

📌 Business Analyst In Customer Support Operations (Barcelona)
🏢 Enfint
📍 Barcelona