Business Analyst

Location: Chicago, IL
Job Code: 1092
# of openings: 1


Travelzoo is a global media commerce company. With 25 offices and more than 28 million members in Asia Pacific, Europe and North America, we publish outstanding deals from over 2,000 travel, entertainment and local companies. A career at Travelzoo is more than a job -- it’s a calling. We love what we do and our team works hard to make an impact.

Travelzoo is seeking a Customer Operations Business Intelligence Analyst to support our global customer care operation. The ideal candidate understands operational and financial metrics that are critical to the business. The BI Analyst will leverage data to provide customer insights to help our business units improve operations, make it easier for customers to do business with us, and help us make more informed decisions on where to invest in success.

The Business Intelligence Analyst will have a strong background in data analysis using BI tools and experience in transforming data into actionable insights. The BI Analyst will have an opportunity to think creatively about the performance that drives customer success and profitability, and will develop an exceptional understanding of Travelzoo’s products and customer service operations. The BI Analyst is a key role in Travelzoo’s award-winning customer and client services team.  This position reports to the Senior Vice President, Global Customer Service, supporting our B2C and B2C service operations in North America and Europe.

Responsibilities include but not limited to:
• Deliver and innovate weekly, monthly and quarterly reports on customer operations and financial metrics. Create, analyze and review dashboards and presentations with internal customers for business process improvement.
• Track budget against forecasts/estimates and report on financial performance. Develop call arrival forecasts.
• Lead the voice of the customer program, translating feedback from multiple sources into actionable insights. Collaborates with others on business process change that drive positive results.
• Leads continuous improvement initiatives to drive efficiency and customer satisfaction using deep dive into different data sources.
• Support product development and implementation of new products and features on our web and mobile sites, backoffice platforms and new service channels.
• Ad-hoc projects in support of other business units.

• 4-year college degree
• At least 2-3 years’ experience in related role in a call center or sales or service organization
• Good understanding of financial reporting, operational metrics or metrics used in customer analytics
• Naturally curious, enthusiastic and motivated to contribute
• Highly attentive to detail with good problem-solving and organizational skills
• Demonstrated experience in data visualization and data discovery using different data sources
• Expert-level Excel and Power Point skills. Basic to intermediate level experience with Tableau required. Experience with Alteryx a plus.
• Strong written and verbal communication skills
• Flexible and adaptive to juggle multiple projects in a fast-paced environment

We offer:
• Competitive salary and benefits
• Medical, Dental and Vision
• 401(k) plan
• Entrepreneurial culture with global career development opportunities
• Travel perks, including an annual stipend and extra vacation days to experience Travelzoo's deals

If you are a globally-minded professional who thrives in a collaborative environment and values a meaningful career, then we want to work with you!

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