Customer Experience Data Analyst (Hybrid, Mexico City Office)

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

OpenTable is looking for a hands-on Data Analyst who is technically savvy and can work well with all levels of people. We believe strongly in the importance of teamwork and collaboration. We recognize hard work and success, and we strive to cultivate an environment of learning, development, and FUN!

Join our dynamic team as a CX Data Analyst and play a pivotal role in transforming customer experience through data-driven insights. In this role, you will harness the power of data analytics to uncover trends, predict customer behavior, and shape strategies that enhance customer satisfaction and loyalty. Your work will directly impact our mission to deliver exceptional service, making every customer interaction meaningful.

In this role, you will:

• Serve as the main contact for the Support organization for any data-related inquiries, providing timely, actionable insights to drive decision-making and improve customer service outcomes
• Utilize a suite of tools including Salesforce, Zendesk, Snowflake, Superset, and Level AI to analyze customer interactions and behaviors, translating complex data sets into understandable and actionable strategies
• Work cross-functionally with the data analytics team, ensuring a cohesive approach to data collection, analysis, and reporting that meets the diverse needs of stakeholders throughout the organization
• Develop and maintain comprehensive dashboards and reports integrating data across platforms, providing a 360-degree view of customer experiences and support interactions
• Spearhead projects to forecast customer behaviors and trends, leveraging predictive analytics to inform proactive support strategies and enhance customer satisfaction
• Other duties as required

About You:

• Passionate about using data to drive improvements in customer experience
• Skilled in analyzing complex datasets with tools like Salesforce, Zendesk, Snowflake, Superset, and Level AI
• Excellent at communicating complex data insights in a clear, actionable manner
• A collaborative teammate who excels at working across departments
• Constantly seeking new ways to leverage data for better decision-making
• Adaptable, thriving in fast-paced environments and quickly responding to changing needs

Please apply if:

• 2-3 years of experience in data analysis, market research, or a related field
• Bachelor's Degree in Data Analytics or related field preferred or equivalent education and experience
• Proficiency in utilizing BI tools like Snowflake and Preset for data analysis
• Proficient in SQL, Salesforce, Excel and G-Suite (Slides, Sheets, Docs)
• Experience translating data into actionable insights
• Strong analytical problem-solving skills
• Excellent communication skills, both written and verbal, ability to build out effective presentations and share insights
• Embrace a proactive and adaptable approach, willing to take risks, explore innovative methods, and learn from failures
• Display curiosity, demonstrating a strong desire to learn and contribute value to all aspects of the OpenTable business

Benefits:

• OpenTable provides Mexican Social Security (IMSS)
• Christmas Bonus - 30 days
• Paid Time Off - 20 days a year
• Vacation Premium - 25%
• Parental Leave
• Bereavement Leave - 3 days
• Bonuses
• Dental Insurance & Life Insurance
• Major Medical Insurance

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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