Job Description

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. 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 partner with major global platforms such as Booking.com, Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes a separate fintech entity with its flagship product, PRECISION, a risk management solution, Sweden’s leading flight comparison site Flygresor.se, Tripstack, our B2B Flights as a Service Provider and world leader in virtual interlining, and Wenrix, the embedded AI platform for flights. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay.

The Role

As a Customer Services Data Analyst, you will own analytics and reporting that drive performance across Refunds, Claims, Payouts, and Fulfilment. Your work will focus on inflow/outflow, backlog health, SLA/TAT performance, automation rates, accuracy, and risk flags, helping teams prioritize the right actions and automation opportunities.

You’ll partner closely with Customer Services leadership and stakeholders in Finance, Payments, Product/Automation, Operations, and WFM to turn complex operational data into clear insights, surface issues early (before they become incidents), and recommend measurable improvements that reduce customer friction and operational cost. You will be based in Athens and join the Refund Flows Analytics Team area within Strategic Planning & Insights.

Success in this role requires strong ownership, proactive problem-solving, and clear communication. You’ll be expected to challenge assumptions, investigate issues end-to-end, and turn insights into practical actions with measurable outcomes.

Duties And Responsibilities

Own core performance reporting (daily/weekly/monthly) for operational KPIs such as inflow/outflow, backlog, SLA/TAT, automation coverage, quality/error rates, and rework.
Maintain trusted definitions and datasets (documentation, validation checks, and version control) so reporting is consistent and reliable.
Develop strong data models and transformations using SQL + Power Query / Power Pivot (and Python where useful) and improve refresh speed and robustness over time.
Build dashboards and self-serve reporting in Power BI and/or Qlik Sense, with clean models and clear drilldowns to case-level detail.
Investigate issues end-to-end: detect anomalies, find root cause, quantify impact (volume/time/cost), and communicate findings clearly.
Turn insights into actions: propose changes, track results, and define success metrics with stakeholders.
Support cross-functional improvements that increase productivity, strengthen controls, reduce risk, and improve customer outcomes.

Qualifications/Personal Characteristics

Must have

Degree in Mathematics, Business, Computer Science, Engineering (or equivalent proven experience) and 4+ years in a similar analytics/reporting role (or equivalent), ideally in an operational environment.
Very strong SQL + Excel skills: complex querying (CTEs/analytical functions), advanced Excel modeling, pivots, and confidence handling large datasets.
Power Query + Power Pivot: reusable transformations, strong data modeling, and maintaining robust refresh logic over time.
BI tooling: strong in Power BI and/or Qlik Sense (dashboard design plus semantic model understanding and drilldowns).
Strong English communication (written/spoken) and strong problem-solving/business understanding, with high attention to detail and data accuracy.

Good to have

Familiarity with Python to automate data quality checks and speed up repetitive reporting tasks.
Experience working with operational workflows: queues, SLA/TAT, backlog management, productivity metrics.
Familiarity with automation/ops measurement: automation rates, manual vs automated outflow, quality/error tracking.
Experience with stakeholder management across Ops/Finance/Product/Tech.
Comfortable working in an international, multicultural environment with frequent change.

Diversity disclaimer

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.