Senior Business Analyst - CS Analytics

Barcelona

About Customer Support Analytics Team

We support our Customer Support department to turn complex operational data into thoughtful, high-impact decisions that enhance customer satisfaction and strengthen daily operations. Partnering closely across Product, Finance, and Operations, we build intuitive dashboards and data models to bring real-time visibility to friction points, tracking airline recovery and ensuring accurate, timely refunds. In our AI-native team, you will collaborate directly with key decision-makers, seeing firsthand how your shared insights make the customer journey measurably better.

What you will do:

• Support the analytical side of our refunds operation by building reliable data structures, tracking process flows, and partnering with Finance, Product, and Engineering to optimize airline recovery performance.

• Partner with the CS Operations team to turn large-scale datasets into actionable insights that support agent productivity, queue management, and customer satisfaction.

• Identify inefficiencies across CS Operations and Refunds by acting as a collaborative process expert, leveraging AI tools to support and streamline daily team workflows.

• Collaborate closely with Workforce Management and vendor partners to ensure they have accurate, trusted data for volume forecasting, productivity tracking, and headcount modeling.

• Co-create automation processes alongside Engineering by evaluating expected efficiency gains and supporting smooth post-implementation transitions.

• Maintain and improve internal data pipelines by writing optimized SQL queries that extract meaningful insights and keep shared reporting tools up to date.

• Connect with senior leadership by developing clear, empathetic, and data-backed narratives that articulate operational challenges while offering thoughtful solutions.

What you will need:

• A proven track record in a business analytics role, with experience translating complex operational data into supportive business decisions—ideally within a Customer Support environment.

• Strong proficiency in SQL, with confidence writing and managing your own queries, understanding underlying data structures, and supporting peers through code reviews.

• Demonstrated experience with Data Visualization tools (such as Looker, Tableau, or PowerBI) to build, refine, and maintain accessible, insight-rich dashboards.

• A natural curiosity for AI tools, actively exploring new ways to make work sharper and faster while sharing discoveries to uplift the wider team.

• Professional proficiency level English language skills (written and verbal), with clear, empathetic communication skills when working across diverse stakeholders and senior leadership.

• Thrive in an adaptable, fast-paced environment where flexibility, open collaboration, and mutual support drive meaningful business impact.

• A collaborative problem-solving approach, driven by curiosity and a desire to experiment with innovative methods to tackle complex operational challenges together.

We offer you

• We offer a hybrid and flexible work environment. A lovely, modern office in the center of Barcelona (Passeig de Gracia) with great views and amenities.

• Monthly entitlement of 200 Euro redeemable through Cobee. Cobee is a benefits platform offering a range of benefits (meals, transport, nursery, health insurance, and physical wellness) and flexible compensation. It also allows our employees to allocate up to 30% of their gross salary to the consumption of certain products or services, leveraging tax exemption.

• We also enjoy benefits, such as flexible working hours, 30 paid vacation days and sick days.

• Annual financial bonus based on company and individual performance.

• Flight vouchers to celebrate your Kiwi anniversaries.

• Relocation package (including visa transfer support).

• Dogs are welcome in our offices.