About the company
Global Industry Leader: We are one of the world's largest online travel platforms, connecting millions of travelers across the globe.
Data-Driven Culture: We don't just guess; we decide based on billions of data points. We operate in a fast-paced, international environment where technology meets humanity.
Multicultural Environment: English is our working language in many teams, offering a truly global career track without leaving the country.
About the team
You will join the Service Excellence & Strategy Team. We act as the "brain" of the customer service department. Unlike traditional support roles, we utilize advanced analytics, machine learning, and A/B testing to proactively diagnose pain points and revolutionize the customer journey.
Responsibilities
Insight Discovery: Mine massive datasets using SQL to identify trends in customer behavior and service bottlenecks. You are the detective finding out "Why" behind the data.
Strategic Optimization: Don't just report numbers; tell the story. Use data visualization and statistical analysis to propose actionable changes to operations and product teams.
Advanced Analytics: Apply statistical methods (A/B testing) and basic machine learning models (e.g., Logistic Regression) to segment customers and predict service needs.
Cross-Functional Impact: Partner with Product and Ops leaders to drive projects that directly improve Customer Satisfaction (NPS) and operational efficiency.
Skills and experience required
Education: Bachelor’s or Master’s in a quantitative field (Stats, Math, CS, Data Science).
Technical Stack:
Expert in SQL (Non-negotiable). You must be comfortable querying large-scale databases independently.
Proficiency in Python or R for data analysis.
Familiarity with Machine Learning algorithms (Regression, Decision Trees) is a strong plus.
Analytical Mindset: Strong experience in hypothesis testing, A/B testing, and problem-solving.
Communication: Fluent in English (Written & Oral) is a must. You need to present complex data insights to non-technical stakeholders effectively.
Experience: 3-5+ years in a Data Analysis or Business Intelligence role, preferably within a high-volume B2C environment (e-commerce, O2O, travel).
