Business Analyst

Company Description

Launched in 1998, this pioneering British-born brand has specialized in creating amazing experiences and unforgettable memories - from hotels, city breaks, and holidays to theatre, entertainment, and spa days. Experts in brightening up online travel, is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink". is part of lm group, publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Every month, the Group reaches across all its websites and mobile apps (in 17 languages and 40 countries) 60 million unique users that search for and book their travel and leisure experiences. More than 1,200 people enjoy working with us and contribute to provide our audience with a comprehensive and inspiring offering of travel related products and services

Job Description is looking for a Business Analyst for its customer care department. 

He/she will support the customer operations department by performing Customer Care analysis and will develop monthly forecasts of the expected service volumes.

Main Responsibilities:

  • Executing analysis of all customer care and operations activities with the aim of providing reports and summaries

  • Analysing operational trends and metrics for identifying effect-cause relationships between actions and results

  • Enabling direct manager and colleagues to make business decisions aimed at increase operations efficiency


The ideal candidate has relevant experience in a similar role in a fast-paced environment and:

  • has a broad business understanding capabilities

  • has strong analytical capabilities and focus on results and respect of deadlines

  • has the ability to perform complex analysis and synthesis into reports and executive summaries

  • has the ability to identify issues, make recommendations for improvement, achieve consensus and support implementation

  • has relevant technical experience to analyze complex datasets from Excel, Sql, powerpoint

  • has a proficient level of English