Senior Data Analyst, Customer Care Analytics

Change the way the world travels

Join the GetYourGuide journey to connect people with unforgettable travel experiences around the world. Millions look to us for unique activities they can trust and its all powered by our commitment to make every single journey extraordinary - including yours.

Ready to unlock your potential with a community of fellow explorers Find your next role at our Berlin HQ or one of our local offices around the globe from New York to Bangkok. Head to take the first step.

Team mission

In this analytics role you will be the key analytical partner to Customer Care the team that supports travelers when things dont go as planned and protects trust in the GetYourGuide experience. You will work closely with Care leadership Product and the broader Analytics organization to ensure Cares biggest decisions are grounded in rigorous measurement and clear trade-offs.

Care is inherently cross-domain: it spans Traveler (On-Trip) Supplier and Partner Operations. Youll be embedded enough to build context and influence while staying anchored in Analytics to uphold standards peer review and alignment with company-wide metrics.

Your mission

• Own the analytical problems that matter most for Care define and drive the strategic Care analytics backlog and turn it into recommendations that shape priorities policies and investments.
• Build the measurement frameworks Care relies on create and evolve metrics models and dashboards that make efficiency friction and outcomes measurable and self-serve.
• Deliver deep-dive modeling that unlocks step-change decisions quantify drivers and trade-offs behind contacts refunds CSAT and channel performance including LTV-aware policy logic.
• Be Cares analytical voice across the company for Travelers Suppliers and Partners turn what Care learns from travelers into insights Product Marketing and Operations can act on aligned with On-Trip and Destination growth strategy.
• Champion hypothesis-driven decision-making raise the bar on rigor evaluation and impact measurement so Care decisions are consistently defensible and outcome-driven.

Your toolkit

• 5 years of relevant experience interpreting data in an analytics or a data science role
• Production-grade SQL and strong working knowledge of Python (e.g. notebooks modeling analysis workflows).
• Experience with experimentation (statistics assumptions and evaluation).
• Strong statistical background and proficiency with advanced statistical methods (e.g. causal inference methods difference-in-differences regression analysis propensity score matching)
• Strong stakeholder management and the ability to operate with senior leaders in a high-context ambiguous environment.
• Proven ability to turn messy questions into structured analysis crisp narratives and decisions with measurable business impact.
• Strong customer mindset: you understand user behavior and the why behind the numbers.
• Excellent communication skills you can influence without authority and align teams around shared metrics and priorities.
• Experience with data visualization and reporting tools (e.g. Looker Jupyter Notebooks).

Extras that give you an edge

• Experience working in Customer Care within a marketplace.
• Familiarity with ETL/orchestration tools (e.g. Airflow) and/or big data tooling (e.g. Spark Hive).
• Experience working in agile product teams and cross-functional mission setups.
• Exposure to LLM APIs (OpenAI Gemini Anthropic) especially for operational tooling or workflow augmentation.
• Experience mentoring or managing analysts.

How well make your career journey extraordinary

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon Tue Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events
• Monthly transportation and fitness budget
• Discounts for you your friends and family on GetYourGuide activities
• Language reimbursement program
• Health and wellness benefits

And more

How to apply

Submit your CV/resume in English using the form below. For tips and insights into our hiring process and culture check out how we hire and life at GetYourGuide. If you have any further questions please dont hesitate to get in touch at .

Were an equal opportunities employer

Our commitment is that every qualified person will be evaluated according to their skills regardless of age gender identity ethnicity sexual orientation disability status or religion. Please refrain from including your picture and age with your application.

#LI-Hybrid

Required Experience:

Senior IC

Employment Type : Full Time
Experience: years
Vacancy: 1