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 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;
* Collaborativeproblem-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;
* Adaptable

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.

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