Senior Business Analyst - Customer Support Analytics

Barcelona, Spain | Hybrid | Full-time | Strategy

About the Role

Kiwi.com is looking for a Senior Business Analyst to join our Customer Support Analytics team in Barcelona, Spain. You will use SQL, data analytics, data visualization (Looker), AI tools & automations to analyze customer support operations, refunds and airline recovery, improve operational processes and turn large-scale customer service data into actionable business decisions.

About the Customer Support Analytics Team

We support Kiwi.com's Customer Support department to turn complex operational data into thoughtful, high-impact decisions that enhance customer satisfaction and strengthen daily operations. Partnering closely across Product, Finance, and Operations, we build intuitive dashboards and data models to bring real-time visibility to friction points, tracking airline recovery and ensuring accurate, timely refunds. In our AI-native team, you will collaborate directly with key decision-makers, seeing firsthand how your shared insights make the customer journey measurably better.

What you will do

• Support the analytical side of our refunds operation by building reliable data structures, tracking process flows, and partnering with Finance, Product and Engineering to optimize airline recovery performance.

• Partner with the Customer Support Operations team to turn large-scale datasets into actionable insights that support agent productivity, queue management and customer satisfaction.

• Identify inefficiencies across Customer Support Operations and Refunds by acting as a collaborative process expert, leveraging AI tools to support and streamline daily team workflows.

• Collaborate closely with Workforce Management and vendor partners to ensure they have accurate, trusted data for volume forecasting, productivity tracking, and headcount modeling.

• Co-create automation processes alongside Engineering by evaluating expected efficiency gains and supporting smooth post-implementation transitions.

• Maintain and improve internal data pipelines by writing optimized SQL queries that extract meaningful insights and keep shared reporting tools up to date.

• Connect with senior leadership by developing clear, empathetic and data-backed narratives that articulate operational challenges while offering thoughtful solutions.

What you will need

• A proven track record in a business analytics role, with experience translating complex operational data into supportive business decisions - ideally within a Customer Support environment.

• Strong proficiency in SQL, with confidence writing and managing your own queries, understanding underlying data structures and supporting peers through code reviews.

• Demonstrated experience with Data Visualization tools (such as Looker, Tableau, or PowerBI) to build, refine and maintain accessible, insight-rich dashboards.

• A natural curiosity for AI tools, actively exploring new ways to make work sharper and faster while sharing discoveries to uplift the wider team.

• Professional proficiency level English language skills (written and verbal), with clear, empathetic communication skills when working across diverse stakeholders and senior leadership.

We offer you

• We offer a hybrid and flexible work environment. A lovely, modern office in the center of Barcelona (Passeig de Gracia) with great views and amenities.

• Monthly entitlement of 200 Euro redeemable through Cobee. Cobee is a benefits platform offering a range of benefits (meals, transport, nursery, health insurance, and physical wellness) and flexible compensation. It also allows our employees to allocate up to 30% of their gross salary to the consumption of certain products or services, leveraging tax exemption.

• We also enjoy benefits, such as flexible working hours, 30 paid vacation days and sick days.

• Annual financial bonus based on company and individual performance.

• Flight vouchers to celebrate your Kiwi anniversaries.

• Relocation package (including visa transfer support).

• Dogs are welcome in our offices.

About Kiwi.com

Kiwi.com is a leading global travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can’t see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that’s still got a start-up heart.

Interested? Join us and help us make travel more accessible to all.

Kiwi.com is proud to be an equal opportunity workplace and employer. We review applications for employment without regard to their race, colour, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, uniformed services, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.

Throughout the recruitment process and for some time after it’s finished, we’re going to process your Personal Data. You can find all the necessary information in our Privacy Policy available at: https://jobs.kiwi.com/recruitment-privacy-policy/.