Barcelona, Spain | Hybrid | Full-time | Strategy

About the Role
Kiwi.com is looking for a Senior Business Analyst to join our Customer Support Analytics team in Barcelona, Spain. You will use SQL, data analytics, data visualization (Looker), AI tools & automations to analyze customer support operations, refunds and airline recovery, improve operational processes and turn large-scale customer service data into actionable business decisions.

About the Customer Support Analytics Team

We support Kiwi.com's 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




• 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 Customer Support Operations team to turn large-scale datasets into actionable insights that support agent productivity, queue management and customer satisfaction.

• Identify inefficiencies across Customer Support 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 supporting smooth post-implementation transitions.

📌 Senior Business Analyst (Barcelona)
🏢 Kiwi.com
📍 Barcelona