Job Description
With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.
Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
Join our dynamic team as a CX Data Analyst and play a pivotal role in transforming customer experience through data-driven insights. In this role, you will harness the power of data analytics to uncover trends, predict customer behavior, and shape strategies that enhance customer satisfaction and loyalty. Your work will directly impact our mission to deliver exceptional service, making every customer interaction meaningful.
Job Responsibilities:
Serve as the primary contact for the Support organization for any data-related inquiries, providing timely, actionable insights to drive decision-making and improve customer service outcomes
Utilize a suite of tools including Salesforce, Zendesk, Snowflake, Superset, and Level AI to analyze customer interactions and behaviors, translating complex data sets into understandable and actionable strategies
Work cross-functionally with the data analytics team, ensuring a cohesive approach to data collection, analysis, and reporting that meets the diverse needs of stakeholders throughout the organization
Develop and maintain comprehensive dashboards and reports integrating data across platforms, providing a 360-degree view of customer experiences and support interactions
Spearhead projects to forecast customer behaviors and trends, leveraging predictive analytics to inform proactive support strategies and enhance customer satisfaction
Other duties as required
About You:
Passionate about using data to drive improvements in customer experience
Skilled in analyzing complex datasets with tools like Salesforce, Zendesk, Snowflake, Superset, and Level AI
Excellent at communicating complex data insights in a clear, actionable manner
A collaborative team player who excels at working across departments
Constantly seeking new ways to leverage data for better decision-making
Detail-oriented, with a knack for managing multiple projects efficiently
Adaptable, thriving in fast-paced environments and quickly responding to changing needs
Qualifications:
2-3 years of experience in data analysis, market research, or a related field
Bachelor’s Degree in Data Analytics or related field preferred or equivalent education and experience
Proficiency in utilizing BI tools like Snowflake and Preset for data analysis
Proficient in SQL, Salesforce, Excel and G-Suite (Slides, Sheets, Docs)
Experience translating data into actionable insights
Strong analytical problem-solving skills
Excellent communication skills, both written and verbal, ability to build out effective presentations and share insights
Embrace a proactive and adaptable approach, willing to take risks, explore innovative methods, and learn from failures
Display curiosity, demonstrating a strong desire to learn and contribute value to all aspects of the OpenTable business
Benefits and Perks
Work from (almost) anywhere for up to 20 days per year
Focus on mental health and well-being:
Company-paid therapy sessions through SpringHealth
Company-paid subscription to Headspace
Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
Paid parental leave
Generous paid vacation + time off for your birthday
Paid volunteer time
Focus on your career growth:
Development Dollars
Leadership development
Access to thousands of on-demand e-learnings
Travel Discounts
Employee Resource Groups
Christmas Bonus - 30 days
20 days of paid time off a year
25% vacation premium
Private health, dental, and life insurance
Monthly social events and happy hours
***The best connections happen face-to-face, whether you’re sitting down to dinner or having coffee with a coworker. That’s why OpenTable has adopted a hybrid workplace model. This role aligns with that approach, with an expectation of coming into the office two days a week—giving employees the best of both worlds: in-person collaboration and flexibility.
Work Environment & Flexibility
At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.
Inclusion
We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we’re building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.
If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
#LI-Hybrid
