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 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 flexible 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 transfer support; * Dogs are welcome in the offices. #J-18808-Ljbffr

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