Job Description

General information

Name
Data Analytics Lead
Location
Menara Prudential, Kuala Lumpur
Business unit
FU-IBU
Working time
Full-Time
Type
Data Analysis(Service)

Description & Requirements

About Us Founded in 1999 and listed on NASDAQ in 2003 and HKEX in 2021, Trip.com Group is a leading global travel service provider comprising of Trip.com, Ctrip, Skyscanner, and Qunar.

Across its platforms, Trip.com Group integrates travel resources from industry partners and helps travellers worldwide pursue the perfect trip with exceptional travel products and services.

We have four Customer Service Centres for Trip.com established in Japan, Korea, the UK, and the Philippines, providing 24/7 customer service in 19 different languages.

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

IntroductionAs the Data Analytics Lead supporting Customer Success Center operations, this role will be responsible for driving the overall analytics direction for the function. The role goes beyond reporting and dashboard maintenance, with clear ownership of data governance, insight generation, performance modelling, automation initiatives, and the translation of data into strategic operational decisions. This individual will partner closely with operations leaders to identify risks, uncover opportunities, and build scalable analytical solutions that improve service performance, efficiency, and customer experience.
In this Role, you’ll get to

• Lead the development, governance, and continuous enhancement of service operations reporting to ensure performance is measured accurately, consistently, and transparently.
• Partner with business and operations leaders to refine Customer Support Center objectives, define the right success metrics, and establish scalable data frameworks, indices, and models to monitor performance. 
• Own the analysis of key operational and service metrics, providing clear insights, actionable recommendations, and strategic proposals to support operational improvement and business growth. 
• Proactively identify risks, performance gaps, and emerging trends through deep statistical analysis, forecasting, and early warning mechanisms. 
• Drive the design, standardization, and optimization of reports and dashboards across teams, ensuring reporting outputs are relevant, efficient, and decision-oriented. 
• Act as the lead point of contact for analytical problem-solving within the function, recommending better approaches to team-level reporting, data interpretation, and business analysis. 
• Lead automation initiatives to reduce manual reporting effort, improve data consolidation efficiency, and enhance overall reporting scalability. 
• Develop and implement new analytical tools, trackers, and frameworks where needed to support changing business and operational requirements. 
• Establish strong data discipline and governance practices to ensure data accuracy, consistency, integrity, and reliability across all reporting outputs. 
• Work cross-functionally with stakeholders across operations, project teams, and leadership to ensure data insights are translated into business action. 

What you'll Need to Succeed

• Bachelor’s degree or above in a relevant field.
• Strong written and spoken English, with the ability to communicate effectively with cross-functional and international stakeholders.  
• Strong experience in analytics, reporting, and data visualization, with hands-on exposure to dashboarding and BI tools. 
• Advanced Excel modelling capability, with proven experience working with large datasets and database environments.
• Strong SQL proficiency is required.
• Experience with Python or other automation / analytical programming tools would be a strong advantage. 
• Experience in service operations, service delivery, project management, or change management is highly preferred.
• Proven ability to translate business problems into structured analytical frameworks and actionable recommendations.
• Strong stakeholder management skills, with the ability to challenge constructively, influence decisions, and align analytics work with operational priorities.
• Strong ownership mindset, with the ability to lead initiatives independently and drive outcomes in a fast-paced environment. 
• Highly curious, proactive, practical, and solution-oriented, with a strong focus on execution. 
• Detail-oriented and committed to high standards of data integrity and reporting accuracy. 
• Comfortable working in an international, multicultural, and highly dynamic environment.

Why Trip.com Group We offer a stage to unleash your full potential and drive global impact. As an international team, we embrace an open and inclusive culture that supports and respect team members in and out of the workplace. Everyone is on a trip, whether it's a career trip or a life trip. At Trip.com Group, you can define your own trip by setting a goal and celebrate your success by recognizing the progress you have made. What’s more?

• Our rapid business growth in global offers abundant career opportunities at various levels and in multiple functions

• Internal transfer is encouraged, and global job rotation program enable you to pursue a global career path and make global impact

• We provide learning opportunities to further your career in areas of leadership capability, soft skill and professional expertise.

• We encourage flexible work arrangement

• Have fun with company-sponsored greetings and activities at holidays, birthdays, and colorful team events.

Click the link to learn more about What makes Trip.com Group a leading global travel service provider?

Click the link to learn more about This is a Trip Where Both Your Career and Life Can Flourish!

Find out more job opportunities at https://careers.trip.com

Have a good trip, and see you soon!