Senior Data Analyst - Customer Experience, Bangkok at Big Wednesday Digital (Bangkok, Thailand)

We are looking for analysts to join the largest and fastest growing online hotel booking platform in Asia based in Bangkok, Thailand. Agoda is a strongly data driven organisation: as a Customer Experience analyst, your insights will impact strategic and tactical decisions driving business growth.

Responsibilities:

You will work in the Customer Experience Analytics team to deliver significant and action-oriented analyses and recommendations to your stakeholders, to help drive decision-making with insights from customer data analysis.

Your work will be project-oriented, since you will get the opportunity to own analytical projects, starting from understanding stakeholder needs and problem definition, to the analysis and interpretation of results as well as communicating the findings to the Operational teams or other groups in Agoda (Marketing, Product, Partners Services). Typical analysis projects can be:

• analysing impact of higher performance of Customer Experience Specialists on customer satisfaction and loyalty
• analysing processes to improve Customer Experience Specialists productivity
• assessing efficiency of recruitment programs for recruiting employees

Responsibilities are:

• Work with stakeholders to understand their business needs and identify opportunities for analysis insight to inform their decision-making
• Understand and report to your team and senior management on business performance
• Ensure delivery of regular reports on time and without error
• Self-manage delivery ofanalytical projects
  • Defining the business problem
  • Determining the analytical approach
  • Efficiently extract relevant data
  • Appropriately use statistical and data analysis techniques
  • Sharing your findings using impactful data visualisations and efficient communication
  • Balance multiple priorities, updating stakeholders on progress and expected delivery
• (Encourage and train department members in best practice use of Agoda data, analysis techniques and interpretation)

Qualifications and Experience

• Bachelor's degree in computer sciences, engineering, mathematics, statistics, data science or a related degree program with outstanding academic results
• 0-3 years work experience (Senior: 4+ years of relevant experience, preferably working with large data sets and experimentation)
• SQL proficiency required: can extract data from large databases using SQL to develop data queries
• Excellent problem solving skills including the ability to analyse and resolve complex problems
• Expert Excel user: able to understand and build complex spreadsheets
• Strong business sense
• Excellent communication and comprehension skills: confident communicating with people of differing levels of seniority, analytical understanding and from a wide variety of backgrounds
• Organised and structured: can manage multiple, competing priorities and deliver results under tight deadlines and pressure
• Fluent in English both spoken and written - additional languages are a plus

Attitude

• Must be curious, proactive, practical and solution-oriented with "Get it done!" attitude
• Must be data savvy and love crunching numbers: love the idea of working in an international and multicultural company, analysing billions of actions from millions of travellers choosing from thousands of hotels
• Must want to tell an impactful story with analysis and smart data visualisation, not just number crunch
• Able and willing to share your opinion and propose ideas to improve operations based on data and have an impact on the customer experience
• Able to work in a highly multi-cultural team
• Attentive to detail and committed to data integrity
• Aware of the importance of discretion, confidentiality, and ethics

Good to have (but not required)

• Experience in management consulting
• Expert in one data analysis package, such as R, Python or VBA
• Experience with dash-boarding / visualisation software like Tableau

What we offer

• Be part of a dynamic and exciting data-driven multinational team in a successful and fast growing tech company
• A clearly defined career path will help you to continuously develop your skills.
• The chance to propose ideas to improve operations based on data and have an impact on the customer experience
• Benefit :
  • Relocation package for employees joining from abroad
  • International health insurance
  • Annual performance bonus
  • Parking fees reimburse
  • Discount for Agoda employee booking on Agoda.com

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