Job Description
We think you also hate when travel app is giving you a headache, right? A slight misinformation can ruin the trip.
That is exactly what we are tackling as t-fam! Making sure that our 50+ million users have the best experience in crafting their own adventure.
Your Main Duties In Flying With Us
Customer Insight & Analytics
Monitor and analyze end-to-end CS metrics (CSAT, automation rate, CTB, FCR, SLA, volume, escalations) across all channels
Detect performance shifts early, diagnose root causes, and explain the “why” behind the numbers
Translate VoC (Voice of Customer) and operational data into clear, actionable insights and recommendations
Performance Tracking & Reporting
Build and maintain dashboards and regular reporting for CS performance, trends, and risks
Deliver concise weekly and ad-hoc insights to management, focusing on impact and implications, not just metrics
Ensure data accuracy, consistency, and clarity across all reporting outputs
Operational & Cross-Functional Enablement
Partner with other CX Departments, Operations, Product, and Technology to turn insights into prioritized improvement actions
Support root-cause analysis, solution validation, and post-implementation impact tracking
Identify process inefficiencies and automation opportunities using data
People & Team Leadership
Structure team roles, manage workload, and set clear expectations for analytical quality
Coach and develop team members through regular feedback and performance reviews
Build a collaborative, insight-driven team culture focused on problem-solving and stakeholder value
What We’re Looking For
Education & Experience:
Bachelor’s degree in a STEM discipline such as Engineering, Statistics, Mathematics, Computer Science, Data Science, or related quantitative fields
3–5 years of relevant experience in analytics, insights, business intelligence, or performance analysis roles
Prior experience in Customer Experience, Customer Service, or Operations environments is a strong advantage
Experience in tech-driven or data-intensive industries (e.g. e-commerce, travel tech, marketplace, fintech) is preferred
Skills & Competencies
Analytical & Technical Skills:
Strong hands-on ability to query data using SQL to extract, analyze, and validate performance metrics
Comfortable working directly with raw or semi-structured data to investigate issues and identify root causes
Experience building and maintaining dashboards, reports, and analytical views for operational monitoring
Ability to translate analytical findings into clear, practical insights and recommendations for non-technical stakeholders
Ways of Working
Highly data-driven, detail-oriented, and consistently on top of key metrics and performance movements
Proactive in spotting anomalies, asking the right questions, and following through until root causes are clear
Able to collaborate effectively with Operations, Product, and Technology teams to drive impact from data
In the event that you haven’t received any updates after 3 weeks, your data will be kept and we may contact you for another career destination. Meanwhile, discover more about tiket.com on
Instagram ,
LinkedIn , or
YouTube .
