Customer Experience Analytics Manager

Agoda is transforming travel for millions of customers across the globe.  Headquartered in Asia, Agoda is one of the world’s largest online travel accommodation platforms. Founded in 2005 and now a Booking Holdings (Nasdaq:BKNG) company,

Agoda has a network of over 1 million accommodation options worldwide. Our web and mobile products provide a first-rate reservation service in 38 languages that uniquely combines local knowledge and local connections to provide the best deals for business and leisure travelers. Agoda employs over 4,000 professionals from 70 nationalities in locations around the globe. In every department – from engineering to customer experience – we provide an environment rich with creativity, collaboration, and experimentation, and the tools to work faster and smarter.  At Agoda, we believe our people are our strength. We work hard and have fun, and we choose people who are dedicated to making things great.

 Overview:

Agoda’s Customer Experience Group (CEG) is a 1,300+ strong organization spread globally across 9 countries in 4 continents.We are strongly data driven organization meaning your insights will impact strategic and tactical decisions driving business growth. Working closely with your team, your role will be to help drive decision-making in Customer Experience with insights from customer data analysis. You’ll also get the chance to work with our cutting-edge Data Science, Product and Marketing teams.

We want a curious, proactive and data savvy Manager, who loves managing and coaching people as well as the idea of working in an international and multicultural company, analyzing billions of actions from millions of travelers choosing from thousands of hotels! You will get the opportunity to own analytical projects all the way from understanding stakeholder needs to communicating the findings.

This position is open to both local and foreign candidates and we will provide a generous relocation package for the right candidate, ensuring a smooth transition to working and living in Bangkok.

Responsibilities:  

  • Derive insights to optimize the Customer Experience on millions of monthly customers
  • Identify opportunities to improves the efficiency of our large-scale operations
  • Manage the Customer Experience Analysts team in the Customer Experience Group in Agoda
  • Balance multiple priorities, organize tasks and projects, updating stakeholders on progress and expected delivery
  • Encourage and train department members in best practice use of Agoda data, analysis techniques and interpretation
  • Manage and develop junior and senior analysts as required, to develop the analysis function and the quality of delivery of analytical projects especially related to:
    • Defining the business problem
    • Determining the analytical approach with your team
    • Efficiently extract relevant data
    • Appropriately use statistical and data analysis techniques
    • Communicating and presenting your findings using impactful visualizations
  • Work with stakeholders in your team to understand their business needs and identify opportunities for analysis insight to inform their decision-making
  • Understand and report to your team and senior management on business and operations performance

Qualifications and Experience:

  • Must be data savvy and love crunching numbers, defines him or herself first as data analyst
  • Excellent problem solving skills including the ability to analyze and resolve complex problems
  • Wants to tell an impactful story with analysis, not just number crunch. Must be convinced of the importance of good communication and efficient data visualization
  • Must like leading, coaching, teaching and developing people
  • Attentive to detail and committed to data integrity
  • Self-motivated with a keen and curious nature; able and willing to share your opinion
  • Able to work in a highly multi-cultural team
  • Proactive, practical and solution-oriented with “Get it done!” attitude
  • Strong business and common sense
  • Aware of the importance of discretion, confidentiality, and ethics

 Skills

  • Experienced in managing people and team
  • Proven leadership skills: clear and efficient communication, motivation, delegating, positivity, emotional intelligence, ownership, commitment, flexibility and adaptability, integrity
  • Expert in at least one data analysis package, e.g., SAS, R, SPSS, Python or VBA
  • Expert in extracting data from large databases, e.g. SQL Server, Vertica
  • Expert in using Excel. Able to understand and build complex spreadsheets
  • Able to conduct statistical analysis or experimentation with a business focus
  • Organized; can manage multiple, competing priorities and deliver results under tight deadlines and pressure
  • Confident communicating effectively with people of differing levels of seniority, analytical understanding and from a wide variety of backgrounds
  • Able to communicate fluently in English both spoken and written

Experience

  • Master Degree or higher that included mathematics, statistics, data science or a similar field
  • 6+ years of relevant experience of
    • People and team management
    • Working with large datasets and experimentation

Good to have (but not required)

  • Experience with dashboarding / visualization software like Tableau
  • Experience working in a customer service environment
  • Experience in management consulting 

 

 

We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available. 

 


See Inside the Office of Agoda

As one of the fastest-growing online hotel platforms, Agoda is transforming travel for millions of customers around the globe. With its web and mobile products that combine local knowledge and connections to provide the best deals for business and leisure travelers, Agoda strives to make travel affordable, accessible, and easily available to its worldwide customer base.


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