The Role
The Customer Insights Analyst translates performance data into actionable insights for enhancing customer operations. Responsibilities include reporting, analysis, dashboard building, and collaborating across teams to drive performance improvements using data-driven narratives.
Summary Generated by Built In
Tech that takes you places
We’re CarTrawler, the global travel tech company behind seamless connections between people, places and possibilities. From powering car rental to creating smarter ways to move, we make travel smoother for millions worldwide. Our culture is built on curiosity, collaboration and craic where every idea counts and every journey matters. Ready to make an impact? Let’s go places together.
Clear, trusted insight is essential to running high-performing customer operations. This role sits at the heart of Contact Operations, translating performance data into actionable insight that leaders use to improve service, efficiency and cost-to-serve. Embedded in the operational rhythm, the Customer Insights Analyst partners closely with Contact Ops to ensure decisions are driven by evidence, clarity and impact.
Your Journey starts here!
What you’ll do as a Customer Insights Analyst
- Own the end-to-end performance reporting rhythm across Contact Operations, ensuring outputs are accurate, trusted and action-oriented.
- Evaluate emerging AI for performance reporting use cases; contribute to AI-enabled insights/alerts moving toward predictive/prescriptive insight.
- Produce clear performance narratives that explain what happened, why it happened and what action is being taken.
- Analyse service levels, productivity, efficiency and repeat contact drivers to identify improvement opportunities.
- Support forecasting and intraday performance through insight-led analysis of demand, staffing and queue behaviour.
- Build and maintain dashboards and automated reporting that enable faster, self-serve decision-making.
- Partner with quality, training and operations teams to link performance outcomes to root causes and capability drivers.
What you’ll bring to the team
- 2–3+ years professional experience working with data, with a track record of delivering actionable insights.
- Experience working with operational or performance data in a fast-paced, stakeholder-driven environment.
- Strong understanding of contact centre metrics and the levers that influence service, efficiency and quality.
- Advanced Excel skills and working knowledge of SQL and BI tools.
- A strong data quality mindset, with attention to reconciliation, validation and trust in reporting.
- The ability to tell clear, compelling stories with data that drive action.
- Curiosity to explore automation and AI-enabled approaches to performance insight.
Go on, give it a go!
We know that looking for a new job can feel a bit daunting but don’t let a touch of imposter syndrome hold you back. Even if you don’t tick every box, we’d still love to hear from you! Apply today to stay connected.
At CarTrawler, we’re proud to be an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for everyone. No matter your background, identity, or life experience, if you’re passionate about what you do, you’ll be welcomed here.
Perks for the journey
· Competitive pay and benefits, including a performance-based annual bonus, fully subsidised VHI health insurance and pension matching up to 4%.
· Generous time off and flexible working, including 25 days’ annual leave, extra company days, monthly Friday Unplugged afternoons and the option to work abroad for up to 20 days a year.
· Comprehensive wellbeing support, including access to health and mental health programmes (HeadsUp and EAP) and paid leave for marriage, volunteering and personal wellbeing including menstrual, menopause, and fertility leave.
· Growth and recognition culture with development opportunities through training, coaching and study support plus programmes that celebrate individual and team achievements.
· Everyday perks that make a difference - subsidised canteen (KC Peaches), on-site car parking, Bike to Work and TaxSaver schemes plus an active Sports & Social Club.
Top Skills
AI
Bi Tools
Excel
SQL
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The Company
What We Do
The leading global B2B provider of car rental and mobility solutions to the travel industry. Our purpose is driving successful partnerships. CarTrawler’s end-to-end technology platform expands our airline and travel partners’ offering to their customers, creating substantial ancillary revenue opportunities. We provide unrivalled breadth and depth of content worldwide, including car rental, private airport transfer and ride-hailing services. CarTrawler creates innovative, data-led solutions for some of the largest travel brands in the world, including United Airlines, American Express, easyJet, Alaska Airlines, SWISS, Hotels.com and Emirates. As a B2B company we focus solely on helping our airline and travel partners build their brands, not our own.
