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 t

📌 business analyst in customer support operations (Barcelona)
🏢 Kiwi.com
📍 Barcelona