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Customer Operations Data Analyst

OTA Insight

OTA Insight

IT, Customer Service, Operations, Data Science
Kuala Lumpur, Malaysia
Posted on Tuesday, May 28, 2024

At Lighthouse (formerly OTA Insight), we’re on a mission to reimagine commercial strategy for the hospitality industry. Our commercial platform simplifies data, transforming complexity into confidence with actionable market insights, business intelligence, and pricing tools that maximize revenue.

We successfully raised 80 million in series of B funding, we welcomed four companies to our organization and want to grow over 100 million in ARR in 2024. With more than 560 teammates illuminating the way, representing 34 nationalities living in 35 different countries of which 175 in Belgium alone, we are a fun, collaborative and committed team that works hard to achieve amazing results. Ready to take off and join this rocketship in revolutionizing the hospitality sector? 🚀

What you will do

As a Customer Operations Analyst you will work with the leaders of the Lighthouse global operations team to produce reporting and insights to help efficiently scale and grow this essential function. Your work will be central to finding opportunities to successfully complete our mission. To be clear, in this role you will be expected to not only present data, but understand and help articulate the meaning of the data as it relates to the success of, or challenges faced by these business functions. Your primary data sources will include the Lighthouse data warehouse which you will access and work with in partnership with the Lighthouse data engineering team. You will also pull data from other internal systems such as UserManagement, Intercom, Jira, Asana, Looker Studio and others.

Where you will have impact

  • You will determine the optimal working method and project plan to achieve your assigned objectives
  • You will drive project outcomes through clear task definitions and ownership documentation by working closely with internal stakeholders across departments
  • Openly assess problems, gather potential solutions and rank them so stakeholders can make an informed decision
  • Communicate regularly with both internal and external project team members on both a clear overall status and required decisions to be made
  • Collect, analyse & present progress, dependencies, risks and blockers in digestible formats with a varying level of detail depending on the audience (project team up to executive level stakeholders)
  • Actively maintain, verify and update data sets used in any reporting or analysis for internal stakeholders across departments in coordination with the Data Science and Engineering teams.

About the team

The global operations teams includes:

  • Regional Customer Care managers responsible for all product support and complex product implementation.
  • Enterprise Services including both management of the accounts and project work.
  • The test booking delivery team
  • General operational delivery team in South Africa
  • The strategic PMO for critical cross company project management

You will partner with the all of these team leaders as well as the Global Director of Operations to generate monthly reporting and follow up on the questions raised and required analysis to follow up. Our mission is to maintain delighted customers, internal and external, whilst becoming more efficient in scaling and decreasing cost ratios.

Who you are

  • Bachelor’s degree
  • Strong analytical skills
  • Capability of translating complex data sets into easy-to-understand actionable insights
  • Highly organised and able to proactively manage multiple projects with strong attention to detail
  • Strong communication skills both written and spoken
  • 1+ year of reporting and/or business analytics
  • Expert in reporting and BI including….
    • Expert in cleansing and preparing data
    • Expert in analysing and exploring data
    • Technical proficiency regarding database design development, data models, techniques for data mining, and segmentation.
    • Competency in one or more of SQL, Oracle, R, MATLAB, Python and VizQL
    • Competency in Data Visualisations and Dashboarding
    • Competency in Looker Cloud and Looker Studio
    • Accuracy and attention to detail
  • Prior background in a SaaS environment preferred
  • Expert knowledge of spreadsheets, presentation building and data analysis
  • Creative problem solver and collaborator
  • Comfortable working with geographically dispersed teams
  • Ability to drive issues, track tasks, and evaluate priorities on a daily basis

What’s in it for you

  • A flexible working environment where you can work from home or, if you live nearby, at one of our seven offices around the world
  • Unlimited time off: we believe in providing our employees with the flexibility and autonomy to manage their work-life balance effectively
  • A motivation to deliver your best work as we have built a high-bar and very talented team of individuals that are friendly, creative, open-minded, and passionate about what they do
  • Workshops and frameworks that help employees realise their full career potential
  • A mandate to operationalize and democratise research through tools, training, and processes
  • The opportunity to shape the products that more than 85,000 users rely on worldwide
  • Extensive health insurance packages for you and your dependents prioritising our employees' holistic well-being and healthcare needs
  • A compensation that values your work and which we will proactively keep competitive
  • A referral bonus scheme when you bring new talent to our #bestteamever!

Thank you for considering a career with Lighthouse. We are committed to fostering a diverse and inclusive workplace that values equal opportunity for all. We welcome candidates from all backgrounds, regardless of age, gender, race, religion, sexual orientation, and disability. Our commitment to equality is not just a policy; it's part of our culture.

If you share our passion for innovation and teamwork, we invite you to join us in shaping the future of the hospitality industry. At Lighthouse, our guiding light is to be an equal opportunity employer, and we encourage individuals from all walks of life to apply.

We value the unique perspective and talents that you bring, and we're excited to see how your light can shine within our team. We can't wait to meet you and explore how we can grow and succeed together, illuminating the path towards a brighter future for the industry.