Data Analyst-Operations & CX

Summary

Holafly is a high-growth scale-up revolutionising how businesses and travellers connect to the internet abroad. As a Data Analyst, you will drive operational efficiency and strategic insights using SQL and Looker to build business cases that influence the company's global strategy.

Responsibilities

• Architect Scalable Dashboards: Design and maintain automated Looker/BigQuery dashboards that provide a "single source of truth" for team performance and customer health
• Drive Strategic Insights: Perform deep-dive analyses on NPS, contact rates, agent performance to name a few to identify the "why" behind the numbers
• Build Business Cases: Quantify the impact of potential CX or Ops improvements to help leadership prioritize high-ROI initiatives
• Optimize & build tools: Develop automations, tools and scripts to improve processes and increase the team’s bandwidth
• Data Governance: Partner with the Data Engineering team to ensure data integrity and define clear, consistent metrics across all departments
• Translate Complexity: Present technical findings as actionable narratives for non-technical stakeholders to ensure data-driven decision-making

Skills

• 3+ years of experience in Data Analysis, specifically within Operations, CX, or high-growth B2B/B2C tech
• Expert SQL Proficiency: Ability to write complex, performant queries in Google BigQuery without supervision
• Data Visualization Master: Proven track record of building sophisticated, user-friendly models in Looker (LookML knowledge is a major plus)
• Strategic Mindset: Experience building business cases and using data to influence product or operational roadmaps
• Professional English: Strong communication skills to explain 'the story behind the data' to a global, remote team
• Experience with Python or R for predictive modeling or advanced statistical analysis
• Previous experience in the Travel-Tech or Telecommunications industry
• Knowledge of Zendesk/Intercom data schemas

Qualifications

Must Haves

• 3+ years of experience in Data Analysis, specifically within Operations, CX, or high-growth B2B/B2C tech
• Expert SQL Proficiency: Ability to write complex, performant queries in Google BigQuery without supervision
• Data Visualization Master: Proven track record of building sophisticated, user-friendly models in Looker (LookML knowledge is a major plus)
• Strategic Mindset: Experience building business cases and using data to influence product or operational roadmaps
• Professional English: Strong communication skills to explain 'the story behind the data' to a global, remote team

Nice to Haves

• Experience with Python or R for predictive modeling or advanced statistical analysis
• Previous experience in the Travel-Tech or Telecommunications industry
• Knowledge of Zendesk/Intercom data schemas

Benefits

• 100% Remote-First culture with flexible schedules to support true work-life balance
• A seat at the table in a fast-paced scale-up where your insights directly impact 1M+ users
• Opportunities for continuous learning and professional development in a data-driven environment