Data Analyst I - Customer Service

About The Team:

The Customer Service Data team (CSDA) is a partner to decision-makers across Booking.com's Customer Service organization, turning operational data into actionable insights that improve customer and partner experiences. They design and maintain robust data models, ensure data quality, and build self-serve analytics assets that power day-to-day operations and strategic planning. The team delivers reporting, experimentation support, and advanced analytics-spanning forecasting, capacity and workforce planning, contact deflection and automation measurement, quality and policy compliance analytics, and performance deep-dives across channels and languages.

They serve a broad stakeholder set across CS and adjacent domains. Primary partners include CS Operations leaders and site managers, Workforce Management, Quality & Training, Policy & Process owners, Product & Engineering teams building CS tooling, and Finance for cost and efficiency tracking. They also collaborate with Analytics leaders in Commercial and Marketing to align on customer journey metrics. By combining rigorous data governance with repeatable insight products and ad-hoc analyses, the CS Data team enables faster, evidence-based decisions that drive service availability, efficiency, and customer satisfaction.

Qualifications & Skills:

• Between 1 and 3 years of experience
• High SQL proficiency is essential (Python and/or R are beneficial) as well as data cleaning and preparation
• Has strong data visualization skills and experience with dashboarding tools such as Tableau, PowerBI, Looker etc
• Able and willing to develop and manage enterprise level performance reports
• Capable of driving actions from stakeholders and providing self-service analytics & visualization tools
• Strong analytical problem solving skills, especially unstructured problems
• Ability to communicate recommendations in a compelling way that is tailored to the audience
• Experience with analytics in decision making where AB testing is not possible
• Can explain complex analytical findings/solutions to commercial and non-technical stakeholders
• Strong data management skills with a focus on data quality (timeliness & correctness)

Benefits & Perks - Global Impact, Personal Relevance:

Booking.com's Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

• Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave
• Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)
• Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Diversity, Equity and Inclusion (DEI) at Booking.com:

Diversity, Equity & Inclusion have been a core part of our company culture since day one.

This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: "At Booking.com, the diversity of our people doesn't just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It's a place where you can make your mark and have a real impact in travel and tech."

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.

Application Process:

• Let's go places together: How we Hire
• This role does not come with relocation assistance.

Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Client-provided location(s): Amsterdam, Netherlands

Job ID: booking-27815

Employment Type: OTHER

Posted: 2026-01-27T18:35:49