Job Description

Operational Insight Analyst

Salary: Competitive + Benefits
Location: Fully Remote

At Travel Chapter, we're passionate about creating memorable holidays and delivering exceptional experiences for our guests and property owners. We're looking for an Operational Insight Analyst to join our growing Operational Insight team and play a key role in shaping how we use data to improve our Customer Services operation.

Reporting to the Operational Insight Lead, you'll turn complex data into actionable insights that help improve customer experience, drive operational efficiency and support business decision-making.

This isn't a role where you'll simply produce reports. We're looking for someone who can identify opportunities, build compelling business cases, challenge thinking and influence stakeholders to make meaningful improvements.

Please note: strong SQL experience is essential for success in this role.

What you'll be doing

You'll work closely with Customer Services leaders, Product, Technology and other business stakeholders to understand operational challenges and uncover opportunities for improvement.

Key responsibilities include:

• Analysing large datasets to identify trends, customer behaviours and operational performance opportunities.

• Building dashboards and visualisations that provide clear, actionable insights.

• Monitoring customer contact drivers across phone, email and chat channels, identifying opportunities to reduce avoidable demand.

• Supporting forecasting, capacity planning and resource optimisation activities.

• Measuring the impact of operational, process and technology changes.

• Developing business cases and cost-benefit analyses to support recommendations.

• Conducting root cause analysis on recurring customer pain points.

• Collaborating with stakeholders across the business to drive data-led decision making.

• Helping to improve and automate reporting processes and analytical workflows.

• Presenting insights and recommendations to a range of audiences, including senior leaders.

• Influencing change by turning data into practical actions that improve both customer experience and operational performance.

About you

You're an experienced analyst who combines strong technical capability with commercial awareness and a genuine interest in improving customer operations. You enjoy understanding how teams work, identifying opportunities for improvement and using data to influence business decisions.

Essential

• Experience working in a Data Analytics, Business Intelligence or Insights role.

• Strong SQL skills and experience combining data from multiple sources.

• Experience building dashboards using Power BI, Tableau or similar visualisation tools.

• Experience working with large, complex datasets.

• Experience using data to influence business decisions and drive change.

• Strong stakeholder management and communication skills.

• Ability to translate complex data into clear, actionable recommendations.

• A proactive and curious mindset, with a track record of identifying opportunities rather than simply responding to requests.

Desirable

• Experience working within Customer Services, Contact Centre or Operations environments.

• Experience using Salesforce.

• Experience with Python or R for advanced analysis.

• Knowledge of data engineering concepts and processes.

• Experience using Jira.

• Forecasting or workforce planning experience.

Why join us?

This is an exciting opportunity to join a team that's rebuilding and strengthening its analytical capability. You'll have the freedom to shape priorities, work closely with stakeholders across the business and make a visible impact on both customer experience and operational performance.

You'll be joining a collaborative team where your insights will directly influence decision-making and help shape the future of our customer operations.

If you're someone who enjoys solving problems, uncovering insights and helping businesses make better decisions through data, we'd love to hear from you.

We're committed to creating an inclusive workplace and welcome applications from all backgrounds and experiences.