Senior Business Analyst - CS Analytics
HybridBarcelona, Catalonia, Spain
Job Summary
Build reliable data structures and maintain internal pipelines by writing optimized SQL queries to extract insights for refunds operations. Partner with Finance, Product, and Engineering to optimize airline recovery performance while collaborating with CS Operations to turn large-scale datasets into actionable insights for agent productivity and queue management. Identify inefficiencies across workflows by leveraging AI tools to streamline daily processes and co-create automation with Engineering to support post-implementation transitions. Connect with senior leadership by developing clear, data-backed narratives that articulate operational challenges and offer thoughtful solutions.
Required Qualifications
- A proven track record in a business analytics role
- Experience translating complex operational data into supportive business decisions
- Experience within a Customer Support environment
- Strong proficiency in SQL
- Confidence writing and managing your own queries
- Understanding underlying data structures
- Experience supporting peers through code reviews
- Demonstrated experience with Data Visualization tools (such as Looker, Tableau, or PowerBI)
- Professional proficiency level English language skills (written and verbal)
- Clear, empathetic communication skills when working across diverse stakeholders and senior leadership
Desired Qualifications
- Ideally within a Customer Support environment
- A natural curiosity for AI tools
- Actively exploring new ways to make work sharper and faster
- Sharing discoveries to uplift the wider team
- Thrive in an adaptable, fast-paced environment
- Flexibility
- Open collaboration
- Mutual support
- A collaborative problem-solving approach
- Driven by curiosity
- Desire to experiment with innovative methods
- Tackle complex operational challenges together
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