Business Analyst - Process Optimisation

About Us:

HomeAway is part of the Expedia Group family of brands. We are a world leader in the holiday rental industry with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect beach house, cottage, or apartment for any getaway.

Our mission is to make every holiday rental in the world available to every traveller through our online marketplace and we're committed to helping families and friends find the perfect holiday rental to create unforgettable travel memories together.

The opportunity

Do you love solving problems with data? How about travel? Want to be part of a diverse team where all of that comes together? Want a chance to drive an extraordinary experience for travellers by connecting them with millions of holiday rental properties?

If so, then HomeAway has a Business Analyst role in Process Optimisation available and we want to talk to you! In this role you will apply your operational and analytical knowledge to champion improvement strategies for the Customer Support team.

Your responsibilities:

  • Analyse and break down complex problems facing our customers using data from internal and external sources
  • Continually look for new ways to evaluate data and follow trends to discover actionable opportunities to increase efficiencies and improve the customer experience
  • Develop data analyses and visualizations to unlock business insights and monitor progress
  • Be a proponent of our test and learn culture by enabling and supporting experimentation
  • Partner with internal teams to triage issues using lean six sigma frameworks
  • Gather and document business requirements from Customer Experience teams and socialize with our product and technology teams
  • Analyse customer contact data across channels to extract contact patterns, correlations and opportunities
  • Monitor key performance indicators to identify areas of concern, propose analyses and/or corrective actions
  • Ensure data accuracy and provide interpretation of data for business management at regular intervals to guide strategic business decisions

The ideal profile

  • You are an inquiring mind with the ability to recognize inefficiencies and challenge the status quo
  • You have a real passion for statistics, probabilities, and logical problem solving on business process challenges
  • You demonstrate creativity when collecting and translating business requirements into technical requirements
  • You display a high level of initiative, passion, and desire to create an effortless experience for our customers through operational improvements for HomeAway's Customer Support organization
  • You have outstanding organizational skills and are comfortable juggling and prioritizing numerous tasks at a time
  • Required qualifications and experience:

    • Advanced degree in Math, Statistics, Data Science, Computer Science, Engineering, or related fields preferred (applicable experience may be substituted)
    • 3+ years of operation data analysis experience, or 3+ years in strategic/management consulting strongly preferred
    • Advanced knowledge of SQL, HQL, Tableau and/or Looker strongly preferred
    • Experience working with CRM and other Agent desktop tools is a plus
    • Strong desire to identify and address the root causes for an issue using data driven approach.

    What do we offer?

    Based in Woolloomooloo (the suburb of Sydney that is by far the most fun to say), our modern office has stunning 180-degree views of the Harbour. But more importantly, we pride ourselves on our flexible, transparent and empowering work culture where you’re always working with the newest tech while being able to just be yourself (our casual dress code means it’s casual Friday every day).

    Some of the other perks include:

    • A Good Vibes Committee who arrange fun social gatherings e.g. Climb the Harbour bridge, Family pinics, Mini-Golk and Charity days.
    • Chill-out and communal lunch areas (with table tennis!)
    • Free drinks, snacks, fruit and breakfast.
    • An inventive culture where you can bring your ideas to life at a global level. We challenge you to think big.
    • Health Insurance benefits and discounts
    • Travel discounts with thousands of accommodation providers on Expedia and
    • An industry leading New Parent Benefit Program, which is 28 weeks of primary carer leave and 12 weeks of secondary carer leave (at 100% pay).

    For the exciting opportunity to join a leading Global company, transforming the travellers experience one vacation at a time - Apply now!

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