DescriptionAbout the role and team
We are seeking a highly motivated and skilled Data Analyst to join the Mobility Customer Experience Analytics team and become a key player in shaping the future of our business! In this high-impact role, you will apply your strategic and analytical prowess to drive data-driven decisions across critical elements of our mobility ecosystem, with a specific focus on growth bets, new product launches, and airports and venues. You will leverage our broad suite of ETL and data automation tools to build lasting data infrastructure while nimbly finding immediate insights that improve the business. This is an opportunity to define our analytical priorities and own the North Star metrics that measure the success of our growth bets and new product launches.
You will be at the forefront of shaping our customer support experience design and tracking its impact across both traditional and cutting-edge GenAI-powered support channels. By designing deep-dive analyses, unearthing invaluable insights, and collaborating cross-functionally, you will uncover opportunities to streamline our user-facing support experience and enhance the tech we use to deliver it, ultimately driving groundbreaking solutions and significant impact for both the business and our users.
What you’ll do
- Own North Star metrics and targets to measure and deliver against the Mobility Customer Experience strategy.
- Perform deep-dive analysis and drive business decisions by developing testable hypotheses and designing experiments that clearly quantify the impact of new product launches, growth bets, and airport/venue operations through rigorous ROI analysis.
- Evaluate and shape customer support design, establishing rigorous impact tracking across both traditional support workflows and GenAI-powered support experiences.
- Translate ambiguous questions into data-driven recommendations that identify opportunities to streamline the user-facing support experience and advocate for customer-first changes to our products, app features, and support policies.
- Create and manage intuitive, self-service data products, dashboards, and reporting frameworks to empower non-technical users, business leaders, and cross-functional partners.
- Develop an in-depth understanding of business performance and build compelling, executive-level communications to share strategic insights and influence senior leadership across the Mobility ecosystem.
- Collaborate cross-functionally with Product, Operations, and Finance teams to implement data-backed recommendations, execute root-cause analyses, and drive operational efficiency.
- Write complex SQL queries and leverage data modeling to extract, manipulate, and transform raw data into stable, "single source of truth" architectures.
- Use Python and modern LLM-powered coding tools for data t