Описание: Kiwi.Com is a general 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.ЗадачиSupport 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.ТребованияProven 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 proficiencyin 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 me

📌 Business Analyst In Customer Support Operations (Barcelona)
🏢 Kiwi.com
📍 Barcelona