Return to jobs Return to jobs

Operations Process Improvement Analyst



Posted over 30 days ago...

Join the forefront of travel technology with Duffel in trendy Shoreditch, and revolutionize customer experiences in the travel industry


icon Salary

No salary declared 😔

icon Location


icon Nomad Friendly?
icon Expires

Expires at anytime

Organisation summary: Duffel is an innovative startup transforming the travel industry by connecting travel sellers, from traditional agencies to mobile apps, with their bookings seamlessly. Based in the vibrant area of Shoreditch, London, Duffel offers a dynamic hybrid work environment and is on a mission to ensure travelers receive supreme service, all behind the scenes. It's an exciting time to join a company dedicated to invisible but impactful work, ensuring every journey is memorable.

  • Role Summary:
    • Investigate customer service data for insights to improve traveler support.
    • Contribute to our continuous improvement efforts using technical and analytical skills.
    • Play a key role in building and refining Travel Operations processes.
  • Role Requirements:
    • Demonstrated experience in creating customer service reports and dashboards.
    • Proficiency in analyzing large datasets to discern trends and patterns affecting service quality.
    • Skilled in statistical and predictive analytics for forecasting service trends.
    • Attention to detail and dedication to high-quality standards.
    • Expertise with reporting tools like Metabase and Zendesk.
    • Vendor management experience.
    • Knowledge of quality assurance processes and methodologies.
    • A passion for the travel industry and excellence in customer service.
  • Role Responsibilities:
    • Develop dashboards and reports to monitor customer service metrics.
    • Communicate insights and findings to stakeholders through clear visualizations and presentations.
    • Collaborate with teams to promote data-driven decisions and company-wide goal alignment.
    • Lead initiatives for customer service process optimization and efficiency gains.
    • Implement and monitor changes to boost customer satisfaction and loyalty.
    • Conduct regular data quality checks and validations to ensure data integrity.

Application Process Details:

  • Initial recruiter screen.
  • Hiring manager interview.
  • Final stage interview.
  • Offers subject to background checks and employment references.

A few key pieces of information before applying

- We are based in Shoreditch, London and have a hybrid work-from-home policy and require everyone to come to our office on Tuesdays and Thursdays.

- Our interview process consists of three stages: a recruiter screen, a hiring manager interview, and a final stage interview.

- If you are successful, all offers will be pending satisfactory background checks (we partner with a third-party provider to do so) and employment references.

Travel Operations at Duffel

Travel sellers across the globe, from traditional travel agents to the latest mobile apps, use Duffel to sell flights and hotels. (We call these travel sellers "merchants".) Our merchants will never know that we exist - but they're relying on us to get them where they want to go. We own and are responsible for their bookings - including complying with the airlines' rules and policies.

The Travel Ops team is there to handle all types of queries related to bookings- whether that's voluntary changes requested by the passenger or involuntary changes initiated from the airline's side. We work with our merchants to make sure that the travellers get great customer service.

The role

Are you passionate about travel and customer service? We're thrilled to invite an experienced Operations Process Improvement Analyst to join our Travel Operations team! In this role, you'll dive into our customer service data, uncovering valuable insights and trends to enhance our support for travellers. Your technical skills, sharp analytical abilities, and a keen eye for detail will be essential in driving our continuous improvement efforts. Join us in shaping memorable travel experiences for our customers!

This role is more than a typical analyst job. As an early-stage startup, we're seeking individuals who can help build our team's processes from the ground up.

What we're looking for in you

Previous experience creating reports/dashboards to track key customer service metrics. Experience analysing large datasets to identify trends, patterns, and correlations related to customer service performance and customer satisfaction. Knowledge of utilising statistical methods and predictive analytics to forecast customer service trends and identify potential areas of improvement Attention to detail and a commitment to maintaining high-quality standards. An expert working with reporting tools, we use metabase and zendesk here. Experience managing vendors Experience in quality assurance processes and methodologies Passionate about the Travel industry and delivering great customer service.

What you'll be doing

Developing and maintaining dashboards & reports to track customer service key performance indicators Present findings and insights to internal stakeholders clearly and concisely through visualizations, charts, and presentations. Collaborate with cross-functional teams to ensure data-driven decision-making and alignment with organisational goals. Identify and project manage opportunities for process optimisation and efficiency within the customer service function based on data analysis. Work closely with the customer service team and vendor to implement initiatives to enhance customer satisfaction and loyalty. Monitor and evaluate the effectiveness of implemented changes, making adjustments as necessary to drive continuous improvement. Ensure the accuracy, completeness, and reliability of customer service data through regular quality checks and validation processes.

Hire with Escape

Showcase your progressive organisation and post your open roles to the biggest UK community of purpose driven job seekers.

Get Started