Principal Analyst - CRM and Customer Analytics (Viator)

About Viator

Viator, a Tripadvisor company, is the leading marketplace for travel experiences. We believe that making memories is what travel is all about. And with 300,000+ travel experiences to explore—everything from simple tours to extreme adventures (and all the niche, interesting stuff in between)—making memories that will last a lifetime has never been easier. With industry- leading flexibility and last-minute availability, it's never too late to make any day extraordinary. Viator. One app, 300,000+ travel experiences you’ll remember.

Viator is a Tripadvisor company that makes it easy to find and book something you'll love to do. With an industry leading selection of high-quality experiences, Viator gives millions of travellers a month something new to discover, both near and far from home.

We believe that we are better together, and at Viator we welcome you for who you are. Our workplace is for everyone, as is our people powered platform. At Viator, we want you to bring your unique identities, abilities and experiences, so we can collectively revolutionise travel and together find the good out there. 

We are looking for a principal analyst to join the marketing analytics team. If you're passionate about extracting, analyzing, and interpreting customer data to provide actionable insights that enhance our CRM strategies and optimize customer engagement, we’d love to have you on board! 

What you'll do:

• Analyze customer behavior, segmentation, and trends to identify opportunities for targeted marketing campaigns and personalized customer experiences.

• Develop and implement predictive models to forecast customer behavior, optimize marketing campaigns, and personalize customer interactions.

• Work on code reviews, architecture discussion, and collaboration with a multidisciplinary team for regular model deployments.

• Design, code, experiment and implement models and algorithms to enhance customer communications and optimize business results.

• Collaborate with cross-functional teams to implement CRM strategies that align with business objectives and improve customer experience.

• Conduct incremental tests and performance analysis of marketing campaigns to optimize ROI and conversion rates.

• Stay current with industry trends and best practices in CRM, marketing analytics, and customer segmentation techniques.

• Ensure data quality and integrity by working with data engineering teams to manage and preprocess large datasets.

What you'll need:

• Bachelor’s or Master’s degree in Statistics, Data Science, Economics, or a related field. 

• 7+ years of proven experience in customer analytics, customer segmentation, or marketing analytics roles.

• Degree in Machine Learning / AI or a related discipline OR demonstrable experience with the data science lifecycle - i.e. from problem definition to model deployment and beyond (monitoring and improvement).

• Proficiency in SQL and at least one programming language, like R or Python

• Strong understanding of statistical tests and experimentation

• Proficiency in data visualization tools (e.g., Tableau, Looker).

• Excellent communication and presentation skills, with the ability to convey complex findings to non-technical stakeholders.

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Perks of Working at Viator

• Competitive compensation packages (routinely benchmarked against the latest industry data), including base salary, annual bonus, and equity.

• “Work your way” with flexibility to suit your lifestyle. Viator takes a remote-friendly approach to collaboration across a worldwide team, with the option to join on-site as often as you’d like.

• Flexible schedule. Work-life balance is ingrained in our culture by design. Trust and accountability make it work.

• Donation matching. Give back? Give more! We match qualifying charitable donations annually.

• Tuition assistance. Want to level up your career? We love to hear it! Receive annual support for qualified programs.

• Lifestyle benefit. An annual benefit to spend on yourself. Use it on travel, wellness, or whatever suits you.

• Travel perks. We believe that travel is employee development, so we provide discounts and more.

• Employee assistance program. We’re here for you with resources and programs to help you through life’s challenges.

• Health benefits. We offer great coverage and competitive premiums.

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Our Values

• We aspire to lead. Tap into your talent, ambition, and knowledge to bring us – and you – to new heights.

• We’re relentlessly curious. We push beyond the usual, the known, the “that’s just how it’s done.”

• We’re better together. We learn from, accept, respect, support, and value one another– and are creating something remarkable in the process.

• We serve our customers, always. We listen, question, respond, and strive for wow moments.

• We strive for better, not perfect. We won’t get it right the first time – or every time. We’ll provide a safe environment in which to make mistakes, iterate, improve, and grow.

• Our workplace is for everyone, as is our people powered platform. At Tripadvisor, we want you to bring your unique identities, abilities, and experiences, so we can collectively revolutionize travel and together find the good out there.

If you need a reasonable accommodation or support during the application or the recruiting process due to a medical condition or disability, please reach out to your individual recruiter or send an email to AccessibleRecruiting@Tripadvisor.com and let us know the nature of your request.  Please include the job requisition number in your message.

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