Conversational Intelligence Insights Analyst (Gurgaon/Bangalore Based)
Location
Bangalore | India
Job description
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Conversational Intelligence Insights Analyst Are you a data-driven analyst with a passion for understanding what drives satisfaction and success in customer interactions If so, Expedia for Business (E4B) is recruiting for a Conversational Intelligence analyst to join our dynamic team. We're seeking individuals with a strong, demonstrable record of producing insights that drive positive change in a commercial / B2B environment . In this role, you will produce actionable insights from conversational interactions in the context of complex operational, financial, and experiential data. You will transform these insights into compelling recommendations, identifying revenue and coaching opportunities for internal teams, as well as broader opportunities to improve our products and services and reduce friction in our Partner's experience with E4B .
What You'll Do - Utilize analytical techniques including speech/text analytics to examine structured and unstructured data, extracting meaningful insights that contribute to a deeper understanding of Partner (customer) interactions
- Surface actionable insights to increase revenue, remove friction points, reduce costs, strengthen relationships, and enhance satisfaction with the Expedia brand
- Create visually compelling and easy-to-understand reports that communicate key findings, trends, and recommendations to various stakeholders
- Leverage text analytics tools like Clarabridge/Qualtrics XM Discover to extract insights from Partner listening posts, survey responses and conversations, uncovering sentiments and trends.
- Work with leading CX platforms such as Qualtrics or Medallia to analyze interactions and derive insights that inform strategic decision-making
- Facilitate data connections between Expedia's internal data environment and analysis tools, enabling context-informed insights
- Partner with the wider Experience Management team to produce recommendations that meet stakeholder needs / requirements
- Stay abreast of industry trends, emerging technologies, and best practices in customer experience analytics, contributing to the continuous improvement of our strategies
Who You Are - 2+ years of experience in a similar analytical role, preferably in the customer experience domain
- Bachelor's or Master's degree in a related field; or equivalent related professional experience
- Hands-on experience with Enterprise Customer Experience tools, such as Qualtrics, Medallia, SurveyMonkey or InMoment, demonstrating the ability to navigate and extract meaningful insights
- Proficiency in using text analytics tools (e.g., Clarabridge, Qualtrics XM Discover) and conversational intelligence/speech analytics tools to analyze unstructured data
- Proven experience in data analysis, with the ability to stitch large, disparate data sets together to extract actionable insights from complex datasets
- Proficient in languages and tools such as SQL, R, Python, Tableau, and Power BI with the ability to write queries from scratch
- Ability to go beyond data analysis and craft compelling stories that include recommendations to drive revenue uplift or cost reduction
- Solid understanding of Customer Experience methodologies and a track record of applying them to drive business improvements
- Demonstrable evidence of insight production that influences business decisions
- Excellent communication skills, both written and verbal, to convey complex insights in a clear and understandable manner
- Proven ability to collaborate with cross-functional teams to implement changes and improvements based on insights
- Advanced knowledge and experience of Microsoft applications, specifically Microsoft PowerPoint and Excel Experience of using applications such as JIRA, Confluence, Miro etc
About Expedia Group Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
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Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you're confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs .
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