Operations Process Improvement Analyst

A few key pieces of information before applying

- We are based in Shoreditch, London and have a hybrid work-from-home policy and require everyone to come to our office on Tuesdays and Thursdays.

- Our interview process consists of three stages: a recruiter screen, a hiring manager interview, and a final stage interview.

- If you are successful, all offers will be pending satisfactory background checks (we partner with a third-party provider to do so) and employment references.

Travel Operations at Duffel

Travel sellers across the globe, from traditional travel agents to the latest mobile apps, use Duffel to sell flights and hotels. (We call these travel sellers "merchants".) Our merchants will never know that we exist - but they're relying on us to get them where they want to go. We own and are responsible for their bookings - including complying with the airlines' rules and policies.

The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our merchants to make sure that the travellers get great customer service.

The role

Are you passionate about travel and customer service? We're thrilled to invite an experienced Operations Process Improvement Analyst to join our Travel Operations team! In this role, you'll dive into our customer service data, uncovering valuable insights and trends to enhance our support for travellers. Your technical skills, sharp analytical abilities, and a keen eye for detail will be essential in driving our continuous improvement efforts. Join us in shaping memorable travel experiences for our customers!

This role is more than a typical analyst job. As an early-stage startup, we're seeking individuals who can help build our team's processes from the ground up.

What we're looking for in you

• Previous experience creating reports/dashboards to track key customer service metrics.
• Experience analysing large datasets to identify trends, patterns, and correlations related to customer service performance and customer satisfaction.
• Knowledge of utilising statistical methods and predictive analytics to forecast customer service trends and identify potential areas of improvement
• Attention to detail and a commitment to maintaining high-quality standards.
• An expert working with reporting tools, we use metabase and zendesk here.
• Experience managing vendors
• Experience in quality assurance processes and methodologies
• Passionate about the Travel industry and delivering great customer service.

What you'll be doing

• Developing and maintaining dashboards & reports to track customer service key performance indicators
• Present findings and insights to internal stakeholders clearly and concisely through visualizations, charts, and presentations.
• Collaborate with cross-functional teams to ensure data-driven decision-making and alignment with organisational goals.
• Identify and project manage opportunities for process optimisation and efficiency within the customer service function based on data analysis.
• Work closely with the customer service team and vendor to implement initiatives to enhance customer satisfaction and loyalty.
• Monitor and evaluate the effectiveness of implemented changes, making adjustments as necessary to drive continuous improvement.
• Ensure the accuracy, completeness, and reliability of customer service data through regular quality checks and validation processes.