Senior Insights Analyst
About the role
THE TRAVEL CORPORATION Senior Insights Analyst ABOUT US At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in. OUR VALUES Everything we do is guided by our five shared commitments: Value Every Voice - We put people first. Act with Integrity - We do what’s right. Explore Beyond Boundaries - We’re driven by curiosity. Own the Outcome - We take responsibility for our decisions. Succeed Together - We’ve got each other’s backs. POSITION SUMMARY The Senior Insights Analyst is responsible for supporting TTC's global contact centre reporting, analytics, and operational insight capabilities across sales, service, workforce, and omnichannel performance.This role combines technical expertise with business-facing analytical support, partnering closely with operational leadership and key stakeholders to deliver scalable reporting solutions, actionable insights, and data-driven decision support. The successful candidate will possess strong experience working with Snowflake, SQL, Power BI, and large operational datasets, while demonstrating the ability to communicate meaningful business insights to both technical and non-technical audiences. Experience supporting contact centre or customer operations environments is highly valued, along with the ability to adapt to evolving business priorities and support continuous improvement initiatives. KEY RESPONSIBILITIES Reporting & Business Insights Analyze global contact centre performance across sales, service, customer experience, productivity, and operational KPIs. Deliver actionable insights through dashboards, executive reporting, and performance reviews. Support forecasting, incentive reporting, benchmarking, and strategic decision-making. Identify trends, risks, opportunities, and key performance drivers across regions and teams. Technical Development & Data Management Develop and maintain SQL queries, datasets, and reporting solutions within Snowflake and Power BI. Manage and integrate data from contact centre, CRM, workforce, and sales platforms. Support reporting automation, dashboard modernization, and analytical initiatives. Ensure data quality, KPI consistency, and reporting governance standards are maintained. Stakeholder Partnership & Communication Partner with operational, commercial, and transformation stakeholders to align reporting with business priorities. Translate complex data into clear, actionable insights and recommendations. Present reporting outcomes to technical and non-technical audiences, including senior leadership. Serve as a trusted resource for KPI definitions, reporting methodology, and operational analytics. Process Improvement & Transformation Drive improvements in reporting efficiency, automation, and operational visibility. Support transformation initiatives, including CCaaS, AI, and reporting modernization programs. Expand customer-centric and omnichannel analytics capabilities. Contribute to scalable reporting governance, best practices, and future-state analytics architecture. ROLE SUCCESS CRITERIA Deliver accurate, timely, and actionable reporting that supports operational and strategic decision-making. Maintain reliable and scalable reporting solutions, dashboards, and datasets. Ensure KPI consistency, data quality, and reporting governance standards are upheld across business functions. Provide meaningful insights that improve customer experience, operational efficiency, commercial performance, and business outcomes. KEY COMPETENCIES FOR SUCCESS Key Competencies
Description
Linked Value/s
Analytical Thinking & Insight Generation
Interprets complex datasets, identifies trends, and translates data into actionable business recommendations.
Explore Beyond Boundaries, Own the Outcome
Communication & Influence
Communicates insights clearly and effectively to technical and non-technical audiences, influencing decision-making through data-driven recommendations.
Value Every Voice, Succeed Together
Stakeholder Partnership
Builds strong relationships across operational, commercial, and technical teams to align reporting solutions with business priorities.
Succeed Together, Value Every Voice
Quality & Attention to Detail
Maintains high standards of data accuracy, KPI consistency, and reporting governance to ensure trust in reporting outputs.
Act with Integrity
Adaptability & Continuous Improvement
Embraces change, seeks opportunities to improve reporting processes, and supports transformation initiatives.
Explore Beyond Boundaries, Own the Outcome
Accountability & Results Focus
Takes ownership of reporting deliverables, meets deadlines, and delivers insights that drive measurable business outcomes.
Own the Outcome
Business & Customer Focus
Understands operational and customer experience objectives, ensuring reporting supports both business performance and customer outcomes.
Value Every Voice, Own the Outcome
Collaboration
Works effectively across regions, functions, and teams to deliver scalable reporting and analytics solutions.
Succeed Together
YOUR EXPERIENCE AND EXPERTISE Essential skills 3–5 years of experience in analytics, business intelligence, operational reporting, or contact centre analytics environments. Strong proficiency in SQL, Snowflake, and Power BI. Experience developing dashboards, reporting solutions, and business intelligence datasets. Strong understanding of operational KPIs, reporting frameworks, and performance measurement. Ability to analyze large datasets and translate findings into actionable business insights. Strong stakeholder management, communication, and presentation skills. Experience working with CRM, contact centre, workforce management, or sales platforms. Demonstrated ability to manage multiple priorities in a fast-paced environment. Desirable skills Experience working within contact centre, customer operations, or sales environments. Experience with Genesys, Salesforce, or similar customer engagement platforms. Experience supporting reporting modernization, automation, or transformation initiatives. Exposure to omnichannel reporting, customer journey analytics, or AI-enabled analytics capabilities. Experience working within global or multi-regional organizations.
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Senior Insights Analyst
About the role
THE TRAVEL CORPORATION Senior Insights Analyst ABOUT US At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in. OUR VALUES Everything we do is guided by our five shared commitments: Value Every Voice - We put people first. Act with Integrity - We do what’s right. Explore Beyond Boundaries - We’re driven by curiosity. Own the Outcome - We take responsibility for our decisions. Succeed Together - We’ve got each other’s backs. POSITION SUMMARY The Senior Insights Analyst is responsible for supporting TTC's global contact centre reporting, analytics, and operational insight capabilities across sales, service, workforce, and omnichannel performance.This role combines technical expertise with business-facing analytical support, partnering closely with operational leadership and key stakeholders to deliver scalable reporting solutions, actionable insights, and data-driven decision support. The successful candidate will possess strong experience working with Snowflake, SQL, Power BI, and large operational datasets, while demonstrating the ability to communicate meaningful business insights to both technical and non-technical audiences. Experience supporting contact centre or customer operations environments is highly valued, along with the ability to adapt to evolving business priorities and support continuous improvement initiatives. KEY RESPONSIBILITIES Reporting & Business Insights Analyze global contact centre performance across sales, service, customer experience, productivity, and operational KPIs. Deliver actionable insights through dashboards, executive reporting, and performance reviews. Support forecasting, incentive reporting, benchmarking, and strategic decision-making. Identify trends, risks, opportunities, and key performance drivers across regions and teams. Technical Development & Data Management Develop and maintain SQL queries, datasets, and reporting solutions within Snowflake and Power BI. Manage and integrate data from contact centre, CRM, workforce, and sales platforms. Support reporting automation, dashboard modernization, and analytical initiatives. Ensure data quality, KPI consistency, and reporting governance standards are maintained. Stakeholder Partnership & Communication Partner with operational, commercial, and transformation stakeholders to align reporting with business priorities. Translate complex data into clear, actionable insights and recommendations. Present reporting outcomes to technical and non-technical audiences, including senior leadership. Serve as a trusted resource for KPI definitions, reporting methodology, and operational analytics. Process Improvement & Transformation Drive improvements in reporting efficiency, automation, and operational visibility. Support transformation initiatives, including CCaaS, AI, and reporting modernization programs. Expand customer-centric and omnichannel analytics capabilities. Contribute to scalable reporting governance, best practices, and future-state analytics architecture. ROLE SUCCESS CRITERIA Deliver accurate, timely, and actionable reporting that supports operational and strategic decision-making. Maintain reliable and scalable reporting solutions, dashboards, and datasets. Ensure KPI consistency, data quality, and reporting governance standards are upheld across business functions. Provide meaningful insights that improve customer experience, operational efficiency, commercial performance, and business outcomes. KEY COMPETENCIES FOR SUCCESS Key Competencies
Description
Linked Value/s
Analytical Thinking & Insight Generation
Interprets complex datasets, identifies trends, and translates data into actionable business recommendations.
Explore Beyond Boundaries, Own the Outcome
Communication & Influence
Communicates insights clearly and effectively to technical and non-technical audiences, influencing decision-making through data-driven recommendations.
Value Every Voice, Succeed Together
Stakeholder Partnership
Builds strong relationships across operational, commercial, and technical teams to align reporting solutions with business priorities.
Succeed Together, Value Every Voice
Quality & Attention to Detail
Maintains high standards of data accuracy, KPI consistency, and reporting governance to ensure trust in reporting outputs.
Act with Integrity
Adaptability & Continuous Improvement
Embraces change, seeks opportunities to improve reporting processes, and supports transformation initiatives.
Explore Beyond Boundaries, Own the Outcome
Accountability & Results Focus
Takes ownership of reporting deliverables, meets deadlines, and delivers insights that drive measurable business outcomes.
Own the Outcome
Business & Customer Focus
Understands operational and customer experience objectives, ensuring reporting supports both business performance and customer outcomes.
Value Every Voice, Own the Outcome
Collaboration
Works effectively across regions, functions, and teams to deliver scalable reporting and analytics solutions.
Succeed Together
YOUR EXPERIENCE AND EXPERTISE Essential skills 3–5 years of experience in analytics, business intelligence, operational reporting, or contact centre analytics environments. Strong proficiency in SQL, Snowflake, and Power BI. Experience developing dashboards, reporting solutions, and business intelligence datasets. Strong understanding of operational KPIs, reporting frameworks, and performance measurement. Ability to analyze large datasets and translate findings into actionable business insights. Strong stakeholder management, communication, and presentation skills. Experience working with CRM, contact centre, workforce management, or sales platforms. Demonstrated ability to manage multiple priorities in a fast-paced environment. Desirable skills Experience working within contact centre, customer operations, or sales environments. Experience with Genesys, Salesforce, or similar customer engagement platforms. Experience supporting reporting modernization, automation, or transformation initiatives. Exposure to omnichannel reporting, customer journey analytics, or AI-enabled analytics capabilities. Experience working within global or multi-regional organizations.