Senior Business Analyst

职位描述

Key Roles and Responsibilities

• Collect and analyze customer service related data to identify trends, issues and opportunities for improvement
• Evaluate and optimize customer service processes to improve efficiency and customer satisfaction through data analysis.
• Prepare regular reports to provide management with key performance indicators (KPIs) and business insights on customer service.
• Monitor the performance of the customer service team to ensure that the quality of service meets company standards.
• Collect and analyze customer behavior to understand customer needs and improve service.
• Collaborate with other departments to ensure customer service processes are aligned with the company's overall business objectives.
• Analyze customer data and segment customers in order to provide a more personalized service.
• Self-manage delivery of analytical projects to drive performance improvement:
• 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 visualizations and efficient communication
• Balance multiple priorities, updating stakeholders on progress and expected delivery
• Encourage and train department members in best practice use of Trip.com data, analysis techniques and interpretation.

任职资格

Required

• Bachelor’s degree in computer science, engineering, mathematics, statistics, data science or a related degree program with outstanding academic results with 5+ years working experience or equivalent MS with 3+ years working experience in analytics area
• SQL proficiency required: can extract data from large databases using SQL to develop data queries
• Excellent problem-solving skills including the ability to analyze and resolve complex problems
• Organized and structured: can manage multiple, competing priorities and deliver results under tight deadlines and pressure
• Excellent communication skill, fluent in English, both written and oral.
• Quick learning capability under rapid changing environment.
• Can-do attitude and be willing to take challenges.
• Show respect for differences in opinions and one-team spirit
• Strong business sense and analytics ability.
• Must be data savvy and love crunching numbers: love the idea of working in an international and multicultural company, analyzing billions of actions from millions of travelers choosing from thousands of hotels
• Must want to tell an impactful story with analysis and smart data visualization, 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
• Attentive to detail and committed to data integrity
• Experience in one data analysis package, such as R /Python on popular machine learning algorithms, such as Logistic Regression, Decision Tree.
• Experience in data analysis methodology like hypothesis testing, A/B Test
• Experience in AI Application on Data Analysis.