About Us
Trip.com Group is a global leader in travel services, bringing together trusted brands like Trip.com, Ctrip, Skyscanner, and Qunar. Since our founding in 1999, we’ve grown to serve millions of travellers worldwide, helping them plan and enjoy the perfect trip.
With over 30,000 employees in 30 countries, and Customer Service Centres in Japan, Korea, the UK, and the Philippines, we provide 24/7 support in 19 languages. Our mission is simple: to make every journey the best it can be, at the best possible price.
The Role:
We are seeking a Senior Data Analyst Lead to drive data excellence within our call centre operations. This role combines people leadership, data strategy, and hands-on analytical expertise to support business performance and decision-making.
You will lead a team of experienced analysts, standardise data practices, and build a culture of data accessibility, self-service, and automation. You will also play a key role in evolving our use of AI-driven data and insights.
What You'll Do:
Lead & Develop the Team
- Manage and mentor a team of Data Analysts, driving performance and growth
- Build a collaborative, high-performing culture and champion best practices
Shape Data Strategy & Governance
- Standardise data structures and reporting to improve consistency and scalability
- Ensure high data quality, integrity, and robust governance across all outputs
- Develop centralised, accessible data solutions to support the business
Deliver Insights & Business Impact
- Turn data into actionable insights that improve operational performance
- Partner with stakeholders to solve business problems through analytics
- Identify trends, risks, and opportunities to drive measurable outcomes
Enable Self-Service & Innovation
- Increase data literacy and enable self-service through tools, training, and dashboards
- Automate reporting and streamline workflows to reduce manual effort
Explore and adopt AI-driven solutions to enhance efficiency and insight generation
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What You’ll Bring:
- Experience in a senior data analyst or analytics leadership role
- Strong people management and coaching skills
- Advanced SQL and/or Python skills
- Expertise in data visualisation tools (e.g. Power BI, Tableau)
- Experience building data models, dashboards, and reporting frameworks
- Good understanding of data governance and data quality
- Experience with data platforms (e.g. data hubs or warehouses)
- Exposure to automation, AI, or advanced analytics
- Strong stakeholder management and communication skills
- Able to turn complex data into clear, actionable insights
Strategic, proactive, and hands-on in your approach
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What Success Looks Like:
- A high-performing, engaged analytics team with strong adoption of dashboards and outputs
- Consistent, reliable, and accessible data enabling clear decision-making across the business
- Increased data literacy and self-service, reducing reliance on manual data requests
- Automated, scalable reporting that minimises manual effort
- Clear, actionable insights that drive measurable operational improvements
Why Join Us
- 33 days annual leave (including bank holidays)
- 3 extra days for parents/guardians, plus additional long service leave after 10+ years
- $300 USD in Trip Coins annually to spend on your next adventure
- Monthly performance-based bonuses & $450 USD refer-a-friend scheme
- Health cash back plan for dental, optical, physiotherapy & more
- Employee Assistance Program, wellbeing support & enhanced sick pay
- Enhanced family policies (maternity, paternity & adoption)
- Life insurance worth 4x your annual salary
- Hybrid working options after 6 months (based on performance)
- Free on-site gym or discounted memberships at Nuffield Health & PureGym
- Continuous learning & real career development opportunities
- Birthday & service anniversary celebrations with gift cards and birthday cake
Regular team events, social activities & recognition programs
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Our Culture
At Trip.com, our culture is all about people. We’ve built a workplace where everyone feels valued, supported, and inspired to grow. We celebrate diversity, recognise great work, and make teamwork the heart of everything we do. Our Contact Centre is lively and rewarding - with fun team days to mark company milestones and events like Halloween, complete with games, prizes, awards, and even free lunches and treats to celebrate our success together.
