Senior Insights Analyst

Stakeholder Partnership and Communication

• Partner with operational, commercial, and transformation stakeholders to align reporting with business priorities.
• Translate complex data into clear, actionable insights and recommendations.
• Present reporting outcomes to technical and non-technical audiences, including senior leadership.
• Provide guidance on KPI definitions, reporting methodology, and operational analytics.

Process Improvement and Transformation

• Improve reporting efficiency, automation, and operational visibility.
• Support CCaaS, AI, and reporting modernization transformation initiatives.
• Expand customer-centric and omnichannel analytics capabilities.
• Contribute to scalable reporting governance, best practices, and future-state analytics architecture.

Experience and Expertise

• Three to five years of experience in analytics, business intelligence, operational reporting, or contact centre analytics environments.
• Strong proficiency in SQL, Snowflake, and Power BI.
• Experience developing dashboards, reporting solutions, and business intelligence datasets.
• Strong understanding of operational KPIs, reporting frameworks, and performance measurement.
• Ability to analyze large datasets and translate findings into actionable business insights.
• Strong stakeholder management, communication, and presentation skills.
• Experience with CRM, contact centre, workforce management, or sales platforms.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable Skills

• Experience in contact centre, customer operations, or sales environments.
• Experience with Genesys, Salesforce, or similar customer engagement platforms.
• Experience supporting reporting modernization, automation, or transformation initiatives.
• Exposure to omnichannel reporting, customer journey analytics, or AI-enabled analytics capabilities.
• Experience in global or multi-regional organizations.

Role Success Criteria

About The Travel Corporation