Director of Data & Analytics, Booking.com
Salary not provided
SQL
Python
Tableau
R
Power BI
Expert level
Amsterdam
Leading travel accommodation and experiences marketplace
Job no longer available
Leading travel accommodation and experiences marketplace
1001+ employees
FintechHospitalityB2BTravelMarketplace
Job no longer available
Salary not provided
SQL
Python
Tableau
R
Power BI
Expert level
Amsterdam
1001+ employees
FintechHospitalityB2BTravelMarketplace
Company mission
To shape the future of travel through cutting edge technology, to make it easier for everyone to enjoy amazing experiences wherever they go.
Role
Who you are
- The ideal candidate will have a deep understanding of customer service operations, advanced data analytics skills, and experience driving business impact through data strategy and governance. This role involves collaborating closely with senior leaders and cross-functional teams to ensure data insights enhance CS performance, efficiency, and customer experience
- Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, Engineering, Economics, or a related field. MBA or other advanced degree is strongly preferred, especially with a major in a quantitative discipline
- Minimum of 10 years in data analytics, data science, or business intelligence, with substantial experience in senior leadership roles (at least 3-5 years). Background in large-scale customer service environments or similar operational domains is highly desirable
- Proven ability to deliver data-empowered strategies, complex analytics programs, and impactful business change initiatives in global organizations. Experience in driving both transformational initiatives and business-as-usual (BAU) operational improvements, demonstrating agility to manage priorities in dynamic, high-volume settings
- Deep expertise in advanced analytics, statistical modeling, and machine learning/AI concepts as applied to customer service and business optimization
- Proficiency with data analytic tools and programming languages (e.g., SQL, Python, R). Skilled in data visualization technologies such as Tableau and Power BI
- Experience designing, implementing, or managing VoC (Voice of Customer) programs and integrating customer insight platforms (experience with Qualtrics or equivalent technologies considered a strong plus, but not mandatory)
- Demonstrated ability to define, communicate, and execute robust data strategy and governance frameworks, including data quality, integrity, privacy, and compliance
- Experience partnering with ML/AI teams to set data requirements, validate model outputs, and integrate AI insights into operational workflows at scale
- Track record of inspiring, building, and developing high-performing teams of senior data analysts, scientists, and craft specialists. Proven ability to nurture environments that support innovation, continuous learning, and career growth
- Experience in talent and performance management, collaborating with HR and craft leaders to embed career development frameworks, mentorship programmes, and effective review cycles
- Extensive familiarity with customer service strategy, operations, and experience improvement through analytics and data-driven decision-making. Prior work in omni-channel, GenAI adoption, or AI-powered customer query routing is considered highly valuable
- Strong ability to partner with senior leadership, cross-functional partners, and external vendors. Proven effectiveness in influencing and inspiring teams at all organizational levels through clear, compelling data-driven narratives
- Track record of managing 3rd party software/data relationships, negotiating with external partners, and ensuring that platforms/tools align to CS goals
- Exceptional analytical, problem-solving, and critical-thinking skills, with a record of leveraging data to deliver measurable business outcomes
- Strategic mindset, staying ahead of industry trends in data analytics, customer service, and AI innovation, and translating these into competitive advantages for the CS organization
- Demonstrated commitment to raising the analytics craft within and beyond Customer Service, through championing best practices, sharing knowledge, coaching/mentoring, and actively contributing to the evolution of analytics frameworks, methods, and tools
- Strong communication and presentation skills, able to simplify complex technical insights for diverse audiences, deliver executive-level reporting, and foster an analytics-led decision culture
- Proven ability to adapt quickly, manage priorities in changing environments (both strategic and BAU focus), and drive continuous improvement through data
- Strategic Thinking & Analytical Rigor: Ability to define the roadmap for effective data use and provide impactful business insights for CS
- Experience with Machine Learning/AI: Strong understanding of machine learning concepts and their application in real-world business problems, particularly in customer service contexts. Familiarity with ML model evaluation metrics (e.g., precision, recall, F1-score, accuracy) and their implications for business outcomes
- Customer-Centricity & Service Focus: Commitment to enhancing customer service through data and insights
- Leadership, Team Development & Craft Expertise: Drive a high-performance team culture while guiding the analytics craft within Customer Service
- Communication & Influence: Ability to translate complex data insights into simple, actionable strategies for CS stakeholders
- Collaboration & Partnership: Building connections across departments to ensure aligned, data-driven decision-making within CS
What the job involves
- The Director of Data and Analytics will lead the data and analytics function within Customer Service (CS) while contributing to the broader analytics craft across the organisation
- The Director of Data and Analytics will be responsible for laying the foundational data capabilities that will power millions of AI agents to handle customer service queries securely, efficiently, and at scale. This is a pivotal role in shaping how Customer Service (CS) evolves through AI-led automation, requiring robust data pipelines, high-quality structured inputs, and deep insight generation
- In addition to enabling our AI-first vision, this role will lead the data and analytics function within Customer Service (CS) while contributing to the broader analytics craft across the organisation
- The Director will oversee operational reporting, performance analysis, and deliver actionable insights to drive strategic decision-making both within and beyond CS. They will play a leading role in unlocking customer-centric improvements across product, process, and operations
- The successful candidate will stay ahead of industry trends, including the application of GenAI, and ensure that our data capabilities are designed to support next-generation service models. They will collaborate closely with senior leaders and cross-functional teams to ensure data-driven insights enhance CS performance, efficiency, and experience
- Transform existing reporting and dashboard systems, streamlining and optimising them to deliver faster, clearer, and more actionable insights including supporting new experiments
- Design, develop, and maintain comprehensive real-time dashboards and reports that track key Customer Service KPIs, ensuring data-driven decision-making at all levels
- Apply advanced analytics techniques, including correlation and causation modeling, to accurately diagnose metric fluctuations and their impact on Customer Service operations
- Support the CS operations and Service and Process design by unlocking trends, patterns, and root causes in operational data to proactively drive service improvements and efficiency gains
- Deliver executive-level performance updates with actionable insights, influencing strategic decisions both within Customer Service and across the organisation
- Design and implement VoC programs to capture feedback through multiple channels (surveys, social media, etc.) to identify pain points, and work with business leaders on opportunities for service enhancements
- Analyse and present VoC insights to cross-functional teams and senior leadership, guiding improvements in CS operations and across the wider organisation
- Have extensive experience in Customer Insights tooling and technologies so that they can be integrated into the Customer Service environment
- Build the vision, set the strategy, and define the roadmap for data use and data engineering services within CS
- Act as a strategic partner to senior leaders, providing data-driven insights and recommendations to support CS objectives
- Work as part of cross-functional initiatives, workshops, and strategy sessions to translate insights into actionable strategies, focusing on customer-centric and operational improvements
- Develop and execute a data strategy aligned with CS objectives, focusing on data quality, integrity, and security
- Implement data governance policies within CS, standardizing data collection, storage, and usage while ensuring compliance with privacy and security standards
- Innovate in leveraging data analytics to drive CS performance, efficiency, and growth, exploring advanced techniques (e.g., machine learning, NLP/NLG)
- Partner closely with ML/AI and data science teams to define data requirements, validate model outputs, and integrate AI-driven insights into customer service strategies
- Develop robust frameworks for measuring the performance, efficiency, and business impact of AI-powered solutions and automation within Customer Service
- Identify and champion new opportunities for applying advanced analytical and machine learning/AI techniques to address customer service challenges and drive innovation
- Lead and inspire a high-performing team of data analysts and data scientists through a period of significant transformation, redefining how data is leveraged to enhance the customer service experience
- Shape and execute a visionary strategy for data and analytics in Customer Service, ensuring the team evolves in capabilities, tooling, and impact to drive long-term business outcomes
- Attract, develop, and retain top-tier talent in data engineering and analytics, creating an environment that fosters innovation, excellence, and career growth within the analytics community
- Establish best-in-class practices for analytics, modeling, and reporting, ensuring the team operates at the forefront of modern data science and engineering
- Champion data-driven decision-making, embedding analytics deeper into customer experience strategy and influencing key business stakeholders at all levels
- Communicate complex data insights in simple, actionable terms for stakeholders, advocating for data-driven decision-making
- Influence and build relationships at all levels, from the Leadership Team to operational stakeholders within CS
Our take
Booking.com has established itself as a leading digital travel company. The company reaps the benefits of its status in the market and is currently in a stronger position than its up-and-coming competitors such as Expedia, Trivago and Trip.com. Airbnb represents the sharing economy and acts as a disruptive force in this market but still has ways to go to compete with Booking.com.
In recent years, there has been considerable growth in the number of travellers wishing to travel more sustainably. And Booking.com is well positioned to attract these consumers, having introduced a Travel Sustainable badge on their platform which over 100,000 properties have achieved for their sustainability efforts.
The company was originally founded with a core focus on hotels, and the platform now offers more than 31M accommodation listings. It has also expanded into different services, including flights, car rentals, and attractions.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Health insurance
- Free access to Headspace for you and your loved ones
- Global Employee Assistance Program
- Meditation and Breastfeeding rooms at the office
- Booking Cares - 2 days per year to volunteer and learn
- Life insurance
- Disability insurance
- Pension plan
- Annual paid time off
- Parental leave - 22 weeks
- Grandparent leave - 10 days
- Care leave - 10 days
- Bereavement leave - up to 4 weeks
- Anniversary leave
- Working from Home Furniture and Ergonomic Support
- Working from Abroad - up to 20 days per year
- Discounts & Wallet credits to spend on our products
- Upgrade to Booking.com Genius Level 3
- Friends & Family Booking.com discount vouchers
- Free access to online learning platforms
- Development and mentorship programs to support career growth
- Access to trainings and workshops
- Team development opportunities
- Local discount programs
- Game rooms in offices
- On-site meals, coffee and snacks including vegan options
Company HQ
Nieuwmarkt en Lastage, Amsterdam, Netherlands
Leadership
Glenn Fogel
(CEO)Previously Vice President at Morgan Stanley. They joined Booking Holdings in 2000 and have held several high profile and executive positions since. They are currently the President and CEO
Salary benchmarks
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