Customer Experience Research Analyst

Job title:

Customer Experience Research Analyst

Company

Etraveli Group

Job description

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2600 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Our major offices are in Sweden (HQ), Canada, Greece, India, Uruguay and Poland.Position OverviewTo support our growing global E-Commerce business spanning over 60 markets and 35 languages, we are looking for an exceptional analyst to join our Customer Experience Insights team. As a Customer Experience Research Analyst / Senior Customer Experience Research Analyst, you will play a key role in designing and conducting customer research that brings clarity to how users interact with our platforms across various devices, languages, and markets.You will be doing customer research and mapping shopping behavior of customers deriving from multiple traffic channels and countries across the customer journey. This role is ideal for someone with strong quantitative research skills and a passion for understanding the customer journey—someone who can independently drive research initiatives, influence stakeholders, and translate insights into actions that improve the experience and drive business impact.Responsibilities:

• Lead end-to-end customer research projects, including defining objectives, choosing methodologies, designing surveys, analyzing results, and presenting findings.
• Collaborate proactively with stakeholders across Customer Service, E-commerce, UX, Product, and Development teams to identify insight needs and provide strategic guidance.
• Analyzing feedback, including also free text using available tools.
• Interpreting findings and coming up recommendations based on data.
• Preparing relevant reports and presenting findings to senior management & other teams, both on a continuous and ad-hoc basis.
• Identifying customer needs and advocating for those internally so that we further improve customer experience.
• Creating and optimizing dashboards/data visualizations where we surface customers’ feedback.
• Collaborating with developers to introduce new sources of feedback and enhance our datasets with more information.
• Working collaboratively with team as well as internal and external teams to optimize data quality and team processes such as research/survey standardization and insights’ communication.
• Administration of our survey and online review tools including giving access to different colleagues, handling technical issues that might come up in relation to this.

Requirements

• 4+ years of experience as researcher or analyst in customer/user/market research, Preferably in Tech/E-commerce industry/consulting.
• BSc in an analytical discipline or behavioral science (MSc would be an advantage).
• Strong foundation in quantitative research methods; experience with qualitative research is a plus.
• Proven record of preparing reports with clear findings that encourage audience/stakeholders to take action.
• Experience of stakeholder management (internally or externally) and of presenting to senior management and/or teams/clients.
• Hands-on experience with survey platforms and proficiency in Excel or Google Sheets; knowledge of tools like Python, R, or SQL is a plus, but not essential.
• Ability to work independently and to follow deadlines
• Excellent attention to detail.
• Problem-solving skills: Ability to work both with structured and unstructured problems/projects.
• Hunger to learn and always striving to improve.
• Fluency in English is a must.

BenefitsWorking at Etraveli Group means working at a fast-growing company with high ambitions in becoming the number one Online travel agency worldwide. The culture at the company embraces complexity and we like to keep the entrepreneurial spirit even as we grow into being a larger company. You will have awesome colleagues with whom you will have fun solving complex problems in a fast-moving business.We also offer:

• A flexible working environment. We work on a hybrid-model where you can choose to work two days from home and you will have two weeks per year that you can choose to work from a remote location.
• Breakfast every morning.
• Central office locations in Stockholm and Uppsala
• Healthcare allowance – Each employee receives a maximum allowable amount each year according to the Swedish Tax Agency to spend on health-promoting activities such as a gym card, massage etc.
• Pension and private health insurance – Through partners we offer a comprehensive pension and private health insurance.

As part of this recruitment process, we will be conducting background checks. You will be able to read more information and give your consent to this process in the application form.At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.Welcome to Etraveli Group!

Expected salary

Location

Stockholm

Job date

Thu, 17 Apr 2025 22:47:49 GMT

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