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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Business Analyst - CS Analytics - **Company:** Kiwi - **Location:** Barcelona, Spain (Remote available) - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Code Review, Data Structures, Data Visualization, Operational Data Store, Queue Management Systems, Power BI, SQL Databases, Tableau (Software), Search Engines, Tools for Reporting, Looker Analytics, Data Pipelines - **Published:** August 14, 2026 - **Apply:** https://www.adzuna.es/contact-us.html ## About the Role + A proven track record in a business analytics role, with experience translating complex operational data into supportive business decisions-ideally within a Customer Support environment. + Strong proficiency in SQL, with confidence writing and managing your own queries, understanding underlying data structures, and supporting peers through code reviews. + Demonstrated experience with Data Visualization tools (such as Looker, Tableau, or PowerBI) to build, refine, and maintain accessible, insight-rich dashboards. + A natural curiosity for AI tools, actively exploring new ways to make work sharper and faster while sharing discoveries to uplift the wider team. + Professional proficiency level English language skills (written and verbal), with clear, empathetic communication skills when working across diverse stakeholders and senior leadership. + Thrive in an adaptable, fast-paced environment where flexibility, open collaboration, and mutual support drive meaningful business impact. + A collaborative problem-solving approach, driven by curiosity and a desire to experiment with innovative methods to tackle complex operational challenges together. ## Description Kiwi.com is a leading global travel-tech company headquartered in the Czech Republic. Our innovative algorithm enables users to find better route options and prices other search engines can't see, daily performing billions of price checks across 95% of global flight content. Are you bold, bright and curious? Join a global business that's still got a start-up heart. About Customer Support Analytics Team We support our Customer Support department to turn complex operational data into thoughtful, high-impact decisions that enhance customer satisfaction and strengthen daily operations. Partnering closely across Product, Finance, and Operations, we build intuitive dashboards and data models to bring real-time visibility to friction points, tracking airline recovery and ensuring accurate, timely refunds. In our AI-native team, you will collaborate directly with key decision-makers, seeing firsthand how your shared insights make the customer journey measurably better. What you will do: + Support the analytical side of our refunds operation by building reliable data structures, tracking process flows, and partnering with Finance, Product, and Engineering to optimize airline recovery performance. + Partner with the CS Operations team to turn large-scale datasets into actionable insights that support agent productivity, queue management, and customer satisfaction. + Identify inefficiencies across CS Operations and Refunds by acting as a collaborative process expert, leveraging AI tools to support and streamline daily team workflows. + Collaborate closely with Workforce Management and vendor partners to ensure they have accurate, trusted data for volume forecasting, productivity tracking, and headcount modeling. + Co-create automation processes alongside Engineering by evaluating expected efficiency gains and supporting smooth post-implementation transitions. + Maintain and improve internal data pipelines by writing optimized SQL queries that extract meaningful insights and keep shared reporting tools up to date. + Connect with senior leadership by developing clear, empathetic, and data-backed narratives that articulate operational challenges while offering thoughtful solutions. ## Related Videos - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Are Code Reviews Worth It? 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