Decision Scientist, Customer Care Analytics

In this role, you will be the key analytical partner to Customer Care - the team that supports travelers when things don’t go as planned and protects trust in the GetYourGuide experience. You will work closely with Care leadership, Product, and the broader Analytics organization to ensure Care’s biggest decisions are grounded in rigorous measurement and clear trade-offs.

Care is inherently cross-domain: it spans Traveler (On-Trip), Supplier, and Partner Operations. You’ll be embedded enough to build context and influence, while staying anchored in Analytics to uphold standards, peer review, and alignment with company-wide metrics., * Own the analytical problems that matter most for Care - define and drive the strategic Care analytics backlog and turn it into recommendations that shape priorities, policies, and investments.

• Build the measurement frameworks Care relies on - create and evolve metrics, models, and dashboards that make efficiency, friction, and outcomes measurable and self-serve.
• Deliver deep-dive modeling that unlocks step-change decisions - quantify drivers and trade-offs behind contacts, refunds, CSAT, and channel performance, including LTV-aware policy logic.
• Be Care’s analytical voice across the company for Travelers, Suppliers and Partners - turn what Care learns from travelers into insights Product, Marketing, and Operations can act on, aligned with On-Trip and Destination growth strategy.
• Champion hypothesis-driven decision-making - raise the bar on rigor, evaluation, and impact measurement so Care decisions are consistently defensible and outcome-driven.

• 5+ years of relevant experience interpreting data in an analytics or a data science role
• Production-grade SQL and strong working knowledge of Python (e.g., notebooks, modeling, analysis workflows).
• Experience with experimentation (statistics, assumptions, and evaluation).
• Strong statistical background and proficiency with advanced statistical methods (e.g. causal inference methods, difference-in-differences, regression analysis, propensity score matching)
• Strong stakeholder management and the ability to operate with senior leaders in a high-context, ambiguous environment.
• Proven ability to turn messy questions into structured analysis, crisp narratives, and decisions with measurable business impact.
• Strong customer mindset: you understand user behavior and the “why” behind the numbers.
• Excellent communication skills - you can influence without authority and align teams around shared metrics and priorities.
• Experience with data visualization and reporting tools (e.g., Looker, Jupyter Notebooks)., * Experience working in Customer Care within a marketplace.
• Familiarity with ETL/orchestration tools (e.g., Airflow) and/or big data tooling (e.g., Spark, Hive).
• Experience working in agile product teams and cross-functional mission setups.
• Exposure to LLM APIs (OpenAI, Gemini, Anthropic), especially for operational tooling or workflow augmentation.
• Experience mentoring or managing analysts.

• Annual personal growth budget and mentorship programs for continuous learning and development
• Work from anywhere in the world for 30 days per year
• A hybrid working approach with three days of in office collaboration (Mon, Tue, Thur) and two days of optional at home focus time.
• Opportunities to collaborate and socialize with team members through quarterly team events and yearly company-wide events
• Monthly transportation and fitness budget
• Discounts for you, your friends, and family on GetYourGuide activities
• Language reimbursement program
• Health and wellness benefits

And more…