Business Analyst, Customer Care

This role is eligible for our hybrid work model: 2 days in-office Business Analyst, Customer Care We pride ourselves on Customer Care at Priceline. And our team delivers the very best. Through our partner call centers and online support services, we make sure customers are always looked after before, during and after booking a deal with Priceline. Why this job’s a big deal: This role demands a professional capable of analyzing operations, uncovering business opportunities, extracting insights from large datasets, and tackling a range of business problems. You'll actively engage with business units and engineering teams to comprehend and prioritize company requirements, then design effective solutions based on compelling business use cases. A strong commitment to streamlining and enhancing both internal and external processes will be essential for driving organizational success. In this role you will get to: Conduct detailed business analysis, outlining problems, opportunities, and solutions. Determine operational objectives by evaluating business functions, information, and output requirements. Perform ad-hoc analysis and present clear, concise results. Construct workflow charts and diagrams, studying system capabilities and writing specifications. Improve systems by analyzing current practices and designing impactful modifications. Recommend controls by identifying issues and crafting improved procedures. Implement and set up reporting dashboards critical for business decision-making. Provide analytical and operational support to a team of SMEs specializing in product escalation support for direct customer care concerns. Be proactive, adaptable, and resourceful with a pragmatic, solution-focused approach to challenges. Work independently with sound judgment, while also thriving as part of a wider team. Communicate ideas and analysis effectively, both verbally and in writing, to technical and non-technical audiences. Who you are: 3-5+ years of progressive experience in business analysis, operations analysis, or a related analytical role. Demonstrated success in identifying and solving complex business problems through data-driven insights. Proven ability to analyze large datasets, identify trends, and translate findings into actionable recommendations. Exceptional SQL and Tableau experience. Strong track record of designing and implementing process improvements and system enhancements. Experience in developing and deploying impactful reporting dashboards for strategic decision-making. Exceptional communication skills, both written and verbal, capable of articulating complex information to diverse audiences (technical and non-technical). A collaborative mindset, with experience partnering effectively with business units, engineering teams, and cross-functional stakeholders. Proactive and adaptable work ethic, thriving in a fast-paced environment and taking initiative to drive solutions. Ability to work autonomously and exercise sound judgment, while also contributing effectively within a team setting. Experience supporting teams specializing in product escalation or customer care concerns is a significant plus. A background in customer service or direct customer interaction is highly advantageous. Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust. The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential. There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, certain roles may be eligible for an annual bonus and/or equity grant. The salary range for this position is $85,000- $105,000K USD.

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