Senior Data Analyst, Customer Care Analytics
Job description
About the role
This position centers on analytical ownership for Customer Care, guiding policy and priority decisions that shape traveler experiences. You will serve as the primary analytical partner for the support team, translating operational realities into clear insights and actions. The role operates at the intersection of traveler support, supplier operations, and partner needs, ensuring that decisions are grounded in rigorous measurement. You will work directly with Care leadership and the broader Analytics organization to define the agenda and drive data-backed improvements. You own the analytical backbone of Customer Care, converting complex operational realities into structured insights. A core responsibility involves designing and managing intake workflows, transforming unstructured support questions into organized datasets ready for deep analysis. You will build and maintain measurement frameworks that track efficiency, friction, and outcomes, making these insights accessible through self-serve dashboards for the Care team.
A significant part of the role involves conducting deep-dive modeling to quantify the drivers behind support activities. This includes detailed analysis of contacts, refunds, CSAT, and channel performance, incorporating logic that considers long-term customer value. You will evaluate trade-offs between speed, quality, and cost, providing clear guidance on optimal policy choices. You will also synthesize findings into partner insights, turning lessons learned from Customer Care into concrete actions for Product, Marketing, and Operations. This ensures that insights from traveler interactions directly inform On-Trip and Destination growth strategies. A critical function is championing hypothesis-driven decision-making, raising the standard for evaluation and impact measurement across all Care initiatives. You will coordinate across Supplier and Operations domains to uphold standards, enable peer review, and ensure consistency with company-wide metrics. By interpreting intake signals and traveler feedback, you will craft crisp narratives that guide strategic policy investments and priority setting.
Key facts
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Location: Germany
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Engagement: Full-time
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Compensation: €65,000 to €85,000 per year
What you'll do
You will own the analytical backbone of Customer Care, converting complex operational realities into structured insights. A core responsibility involves designing and managing intake workflows, transforming unstructured support questions into organized datasets ready for deep analysis. You will build and maintain measurement frameworks that track efficiency, friction, and outcomes, making these insights accessible through self-serve dashboards for the Care team.
A significant part of the role involves conducting deep-dive modeling to quantify the drivers behind support activities. This includes detailed analysis of contacts, refunds, CSAT, and channel performance, incorporating logic that considers long-term customer value. You will evaluate trade-offs between speed, quality, and cost, providing clear guidance on optimal policy choices.
You will also synthesize findings into partner insights, turning lessons learned from Customer Care into concrete actions for Product, Marketing, and Operations. This ensures that insights from traveler interactions directly inform On-Trip and Destination growth strategies. A critical function is championing hypothesis-driven decision-making, raising the standard for evaluation and impact measurement across all Care initiatives. You will coordinate across Supplier and Operations domains to uphold standards, enable peer review, and ensure consistency with company-wide metrics. By interpreting intake signals and traveler feedback, you will craft crisp narratives that guide strategic policy investments and priority setting.
You will translate complex operational realities into structured insights that directly influence strategic choices. You will define and refine key metrics to measure the impact of Customer Care initiatives on traveler satisfaction and business outcomes. You will partner with cross-functional stakeholders to integrate data perspectives into planning and execution cycles. You will maintain a sharp focus on the traveler, ensuring that data narratives reflect real-world behavior and underlying motivations. You will leverage experimentation to test hypotheses and quantify the true effect of policy and process changes. You will establish clear documentation and repeatable workflows that enhance the reliability and transparency of the analytical function.
Requirements
You bring a minimum of 5 years of experience interpreting data within analytics roles, with a proven ability to convert findings into actionable recommendations. Your expertise includes writing production-grade SQL and using Python for modeling, analysis workflows, and notebook environments. You apply experimentation principles with a strong grasp of statistics, assumptions, and careful evaluation methods.
Your statistical knowledge is advanced, covering causal inference, difference-in-differences, regression analysis, and propensity score matching. You manage stakeholders effectively, operating with confidence alongside senior leaders in ambiguous, high-context environments. You excel at converting messy, complex questions into structured analysis, clear narratives, and decisions that create measurable business outcomes.
A strong customer mindset is essential, including the ability to deeply understand user behavior and the "why" behind the numbers. You communicate with clarity and precision, influencing without formal authority while aligning teams around shared objectives and measurements. Your experience with data visualization and reporting tools includes platforms like Looker and Jupyter Notebooks.
Nice to have
Hands-on experience working in Customer Care within a marketplace setting adds particular relevance. Familiarity with ETL or big data tooling, such as Airflow or Spark, is also advantageous.
Practical notes
Please What you'll do
Shape your career in engineering, product, marketing, and design at GetYourGuide. You join a team of around 700 people working across more than 17 offices in cities worldwide. Together with 75 nationalities, you help travelers discover and book experiences they will remember.