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Customer Reliability Insights Manager (Reliability Engineering Operations)

SKU 7703 Categories ,
Location

Gurgaon

Technical area

YoE

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Description

What you’ll do:

Conduct research within internal teams or with external partners to understand the customer and partner journeys

Acquire insights and analyze data utilizing experience management and insights tools

Proactively find opportunities to reduce effort, customer friction and increase satisfaction

Own or be a member of initiatives delivering the voice of the customer that span across our processes and products

Collaborate across multiple teams on root cause analysis and delivering voice of the customer insights

Provide and present timely insights to support decision making for our leadership team

Make recommendations for operational improvements by analyzing quality performance

Surface customer challenges in order to identify improvement opportunities and their holistic impact

Responsible for recruitment of new staff, performance improvement plans and terminations as the need arises

Partner with global co-managers and ensure 24×7 continuous delivery of customer /employee intake

Who you are:

Bachelor’s degree in Mathematics, Science, Statistics, Engineering or 5+ years data analytics experience in a business context specifically on insights, building customer journey maps and delivering analytics to various teams, as well as senior partners

Strong analytical/modeling skills with ability to convert raw data into measurable insights

Able to structure / work on data exploration problems, with innovative ways and solutions, bringing to bear strong reporting and data visualization skills

Strong hands-on experience in SQL

Proficient in building data visualizations (Tableau, Looker, etc.)

Experience with python, or other coding language a plus

Confirmed self-starter with results-oriented skills to uncover and define meaningful opportunities to better serve our customers

Shown experience delivering customer insights that drive key performance metrics

Experience with both qualitative and quantitative research

Strong analytical abilities and storytelling with data

Experience in impact modelling, cluster/factor analysis

Comfortable working through large data sets of information and calibrating this data across systems and sources

Solid project management and organizational skills

Able to prioritize and lead multiple initiatives simultaneously

Ability to work in partnership with senior partners

Understanding of how Insight and CX play a part in continuous improvement

Excellent written and verbal communication skills; advanced MS Excel / PowerPoint experience

High proficiency in surveying principals and methodologies

Experience within full life cycle software engineering environment

Experience in Defect Management

Test Management Experience

Experience in leading technical or supporting technical domains

Ability to select or recommend technology choices to solve business impact problems

Why join us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world’s travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people’s lives better that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you’re applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.

Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

Diversity statement
Expedia is committed to creating an inclusive work environment with a diverse workforce. All applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

About Expedia Group

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group’s family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

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