This role is eligible for our hybrid work model: 2 days in-office
Business Analyst, Customer Care
We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline.
Why this job’s a big deal:
This role demands a professional capable of analyzing operations, uncovering business opportunities, extracting insights from large datasets, and tackling a range of business problems. You'll actively engage with business units and engineering teams to comprehend and prioritize company requirements, then design effective solutions based on compelling business use cases. A strong commitment to streamlining and enhancing both internal and external processes will be essential for driving organizational success.
In this role you will get to:
Conduct detailed business analysis, outlining problems, opportunities, and solutions.
Determine operational objectives by evaluating business functions, information, and output requirements.
Perform ad-hoc analysis and present clear, concise results.
Construct workflow charts and diagrams, studying system capabilities and writing specifications.
Improve systems by analyzing current practices and designing impactful modifications.
Recommend controls by identifying issues and crafting improved procedures.
Implement and set up reporting dashboards critical for business decision-making.
Provide analytical and operational support to a team of SMEs specializing in product escalation support for direct customer care concerns.
Be proactive, adaptable, and resourceful with a pragmatic, solution-focused approach to challenges.
Work independently with sound judgment, while also thriving as part of a wider team.
Communicate ideas and analysis effectively, both verbally and in writing, to technical and non-technical audiences.
Who you are:
3-5+ years of progressive experience in business analysis, operations analysis, or a related analytical role.
Demonstrated success in identifying and solving complex business problems through data-driven insights.
Proven ability to analyze large datasets, identify trends, and translate findings into actionable recommendations.
Exceptional SQL and Tableau experience.
Strong track record of designing and implementing process improvements and system enhancements.
Experience in developing and deploying impactful reporting dashboards for strategic decision-making.
Exceptional communication skills, both written and verbal, capable of articulating complex information to diverse audiences (technical and non-technical).
A collaborative mindset, with experience partnering effectively with business units, engineering teams, and cross-functional stakeholders.
Proactive and adaptable work ethic, thriving in a fast-paced environment and taking initiative to drive solutions.
Ability to work autonomously and exercise sound judgment, while also contributing effectively within a team setting.
Experience supporting teams specializing in product escalation or customer care concerns is a significant plus.
A background in customer service or direct customer interaction is highly advantageous.
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.
There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant.
The salary range for this position is $85,000- $105,000K USD.
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#LI-Hybrid
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.
If you want to be part of something truly special, check us out!
Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.
To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary.
Applying for this position
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