Senior CSAT Analyst

Job description

Etraveli Group is a leading global flight technology provider, specializing in flight sales and offering flight content delivery and fintech products. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We partner with major global platforms such as , Google Flights, Skyscanner, and Kayak, providing seamless flight booking and related services. Our B2B portfolio includes Precision , our specialist in travel fintech; Tripstack , our B2B Flights as a Service Provider and world leader in virtual interlining, serving as the gateway to Etraveli Group’s flight content and fulfillment services; Wenrix , the AI Infrastructure for profitable growth in air; and , Sweden’s leading flight comparison site. We also operate our own online travel agency brands including Gotogate, Mytrip, and Flightnetwork. Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 3200 passionate professionals is what makes us the industry’s tech wonder and the best in the world at what we do. Major offices in Sweden (HQ), Greece, India, Canada, Israel, Poland, UK, and Uruguay. The Role We are looking for a Senior CSAT Analyst that will be responsible for measuring, monitoring, and interpreting customer satisfaction across Etraveli Group. Beyond core analytical delivery, the role serves as a technical reference point for the CSAT Analytics team and as a senior voice in stakeholder engagement — proactively championing the use of CSAT data in business decision-making in CS, Product, UX, and E-Commerce. The Senior CSAT Analyst drives the translation of customer feedback into actionable insight at a strategic level, and operates as a key liaison between the CSAT Analytics team and senior stakeholders across the organization. The position reports to the Associate Director. CSAT Survey Design and Administration Design, build, and maintain CSAT surveys across post-interaction touchpoints (phone, email, chat, self-service) using Qualtrics or equivalent survey platforms. Manage survey distribution logic, sampling rules, and response collection to ensure representative and reliable data. Administer survey tooling, including user access management, configuration, and troubleshooting of technical issues. Data Analysis & Insights Generation Lead complex, multi-variable analysis to uncover drivers of satisfaction and dissatisfaction across segments, markets, and interaction types Define and own the analytical approach for ad hoc deep-dives and strategic insight requests Translate findings into strategic recommendations, connecting CSAT insight to business outcomes Continuous Reporting and Dashboards Drive the CSAT reporting framework, ensuring reports are fit for purpose at all levels of the organization Present findings independently to senior management and cross-functional leadership, with a narrative that connects data to decisions Proactively identify and escalate emerging trends before they become issues Stakeholder collaboration Act as the primary CSAT Analytics contact for senior stakeholders across CS, Product, UX, and E-Commerce Proactively shape the insight agenda — identifying where CSAT data can inform decisions before stakeholders ask Champion data-driven decision-making by advocating for CSAT as a core input in strategic and operational discussions Team development and Knowledge Sharing Mentor analyst(s) within the CSAT Analytics team, providing guidance on analytical methods, output quality, and stakeholder communication Review and quality-assure analytical work produced by the team Data Quality and Process Improvement Own methodology and standards for survey design and CSAT measurement across the team Drive continuous improvement in analytical workflows and data quality practices Requirements 3–6 years as analyst/researcher, with a track record of independently leading analytical projects end-to-end Proven record of data analysis skills: experience of gathering, organizing and analyzing Proven ability to present to and influence senior stakeholders Excel/Google Sheets proficiency SQL proficiency Dashboard/viz tool familiarity (Tableau, Looker, Power BI etc.) Proficiency in text analytics, and experience in advanced segmentation or statistical analysis Fluent English High attention to detail Able to work independently under deadline pressure Strong communication and storytelling skills Proactive and improvement-oriented Benefits An opportunity to be a part of a global rapidly growing organization where we value the opinions of each member of the team. You will interact with the management on a regular basis and help them make data driven business decisions. With us you can enjoy: Hybrid working environment - having the opportunity to work both remotely and at the office enabling you flexibility! Additionally you'll have two weeks per year that you can choose to work from a remote location. #LI-Hybrid. Health Benefits - Through partners we offer a private health insurance plan. We also offer the possibility to use 2 extra medical leave days in case of need. Monthly ticket restaurant card - to spend in one of the thousands affiliated restaurants, cafes, stores or supermarkets across Greece. Office in the City – We sit on bright, large floors (over 4000㎡!) in central Athens. Just a short walk from the Megaro Mousikis Metro station. We have a relaxed & fun work environment where you can enjoy free breakfast, coffee/tea, play ping pong or video games. We also like to schedule company/department/team activities and events outside the office space! Diversity disclaimer At Etraveli Group we value diversity; we pride ourselves on being a company represented by people of all different backgrounds. During hiring, we are committed to ensure equality and promote diversity in the workplace at every selection stage. As such, we provide the same opportunities for all candidates regardless of race, religion or belief, gender, nationality, ethnicity, sexual orientation, age, marital status, disability, or any other characteristic protected under any anti-discrimination law or regulation.