Senior Customer Insights Analyst

Description:

Viator, a Tripadvisor company and a leading travel experiences platform with over 300,000+ unique tours and adventures, is seeking a Senior Customer Insights Analyst to join its high-performing Customer Insights Analytics Team. This role is integral to improving operations and customer service by translating complex data into actionable insights that directly inform product, operations, and business strategy.

The position is hybrid, based in Oxford or London, offering the flexibility to work in-office just two days a week. Viator offers an exciting, fast-paced environment ideal for data-driven professionals looking to make an impact across an international brand.

Key Responsibilities:

• Lead analytics projects that influence operations and process improvements.

• Develop and implement new coding frameworks and statistical models.

• Identify and articulate customer pain points, trends, and areas of operational inefficiency using both internal and external data.

• Act as the central knowledge hub for operational insights.

• Mentor and guide junior analysts, elevating team-wide capabilities and best practices.

• Manage end-to-end analytics projects including stakeholder communication, roadmap alignment, delivery, and feedback loops.

• Present concise and strategic insights to stakeholders and leadership across multiple functions.

Required Experience & Skills:

• 7+ years in data analytics roles (preferred in e-commerce, operations analytics, or consulting).

• Strong problem-solving, strategic thinking, and business acumen.

• Proven ability to handle large datasets and draw meaningful insights.

• Independent project ownership: from stakeholder engagement to analysis delivery.

• Excellent communication and storytelling skills, especially for non-technical audiences.

Educational Requirements:

• Bachelor’s degree in Math, Statistics, Economics, Engineering, or a similar analytical field.

• Master’s degree is a plus.

Technical Skills & Tools:

• SQL (Advanced): Proficient with subqueries, window functions, CASE, UNION, and code review best practices.

• Tableau (Advanced): Must be able to build robust dashboards and lead discussions on data visualization.

• Excel: Advanced functions (LOOKUP, SUMPRODUCT, INDEX/MATCH); MACROs are a bonus.

• Python: Preferred but not required.

• Strong aptitude for learning new tools and techniques.

Project & People Management:

• Proactively manage stakeholder relationships and expectations.

• Prioritize analytical tasks to align with strategic goals.

• Deliver clear updates and provide alternatives when roadblocks occur.

• Actively mentor peers and junior team members to improve analytics culture and output.

Preferred Qualities:

• Passionate about data and storytelling.

• Analytical mindset with a focus on continuous improvement.

• Ability to work independently and handle ambiguity.

• Experience with A/B testing and statistical methodology.

• Adaptable, proactive, and collaborative approach.

Perks & Benefits:

• Competitive salary and annual performance bonuses

• Flexible hybrid work model ("Work your way")

• Tuition assistance for skill development

• Lifestyle benefit allowance

• Travel discounts and employee perks

• Donation matching

• Health insurance with competitive premiums

• Mental health and employee assistance support

Company Values at Viator (Tripadvisor):

• Lead and aspire with ambition and curiosity.

• Better together: Emphasizing inclusion, respect, and team success.

• Customer-first: Constantly seeking to create “wow” moments.

• Progress over perfection: Foster a safe space for growth and experimentation.

• Everyone belongs: Diverse workplace and inclusive hiring culture.