Senior Customer Operations Analyst (Viator)

Senior Customer Operations Analyst I Viator

About Viator
Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. With 300,000+ travel experiences to explore – everything from simple tours to extreme adventures – making memories that last a lifetime has never been easier. With industry-leading flexibility and last-minute availability, it’s never too late to make any day extraordinary.

About the Role
As a Senior Customer Operations Analyst, you’ll apply rigorous analytics to uncover insights, drive measurable improvements, and shape customer service strategy. You’ll partner with stakeholders to deliver clear recommendations, support data-driven change, and ensure every operational decision is grounded in robust analysis, directly enhancing customer outcomes.

Key Responsibilities

• Drive measurable impact: Use advanced analytics to uncover customer pain points, diagnose root causes, and deliver actionable recommendations that directly improve customer service outcomes.
• End-to-end reporting: Own the design, build, automation, and maintenance of performance dashboards and critical reports for Operations and Product, ensuring accuracy and clarity at every level.
• Operational monitoring & improvement: Identify trends and anomalies in large datasets, working closely with cross-functional teams to refine KPIs and surface opportunities for operational excellence.
• Change & test partner: Play a key role in planning, testing, and evaluating service improvements—supporting A/B testing and adopting statistical approaches to measure real-world impact.
• Stakeholder collaboration: Translate complex analysis into clear business value, acting as the primary expert for service data and KPIs, and ensuring alignment with strategic objectives.
• Data stewardship & best practice: Safeguard data quality and consistency across sources, championing robust definitions and process optimisation.
• Mentorship & leadership: Coach colleagues in best practice analytics, data management, and storytelling—raising the bar for analytics maturity across the team.

Essential Requirements:

• Bachelor’s degree, preferably in an analytical field (mathematics, economics, engineering, statistics, or related)
• Minimum 5 years’ hands-on experience in an analytics role, with a proven track record of delivering measurable impact in a data-driven customer service or operations environment
• Expert-level SQL proficiency: confident using advanced SQL and able to review, optimise, and explain complex queries to others
• Advanced data visualisation skills: highly proficient in Tableau (or equivalent tools), with a portfolio of robust, actionable dashboards built for business stakeholders; must demonstrate ability to design, automate, and troubleshoot end-to-end reporting solutions
• Demonstrable impact: clear examples of how your analysis and insight have directly driven operational, customer service, or business improvements
• Advanced ability to manipulate, interrogate, and summarise high-volume data quickly and accurately
• Analytical problem-solver: adept at breaking down ambiguous requests, proactively identifying opportunities, and turning analysis into compelling recommendations
• Experience managing multiple deadlines and priorities, producing accurate outputs under tight timelines
• Outstanding communicator: able to translate complex analyses into actionable insights for both technical and non-technical audiences; confident presenting to senior management
• Comfortable designing and interpreting A/B tests or other statistical approaches relevant to service improvement
• Self-sufficient and proactive: works independently, asks the right questions, and takes full ownership of projects and stakeholder engagement
• Fluency in English (written and spoken) and proven ability to work with both qualitative and quantitative data
• Excellent stakeholder management: confident working with, influencing, and delivering to senior leaders as well as cross-functional teams

Desirable Requirements:

• Master’s degree is a plus
• Python knowledge
• Experience in an international matrix environment, ideally at a fast-paced e-commerce company

What We Offer:

• Hybrid working: 2 days per week required in the Oxford or London office
• Competitive salary and benefits package
• Opportunity to work with cutting-edge analytics tools and methodologies
• Career development opportunities in a fast-growing business
• Collaborative, data-driven work environment

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary and annual bonuses
• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.
• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.
• Donation matching. Give back? Give more! We match qualifying charitable donations annually.
• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.
• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.
• Travel perks. We believe that travel is employee development, so we provide discounts and more.
• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.
• Health benefits. We offer great coverage and competitive premiums.

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.
• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”
• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.
• We serve our customers, always. We listen, question, respond, and strive for wow moments.
• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.
• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to [email protected] and let us know the nature of your request.  Please include the job requisition number in your message.

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