Director of Data & Analytics

Role

Director of Data & Analytics at Booking.com. The Director of Data and Analytics will lead the data and analytics function within Customer Service (CS) while contributing to the broader analytics craft across the organisation. This role is responsible for laying the foundational data capabilities that power AI agents to handle customer service queries securely, efficiently, and at scale. It requires leadership of data pipelines, high-quality inputs, and deep insight generation, enabling an AI-first vision and data-driven decision making across CS and beyond.

About Booking.com

Established in 1996 in Amsterdam, Booking.com is one of the largest ecommerce companies in the world and the largest business within Booking Holdings (NASDAQ: BKNG). Booking Holdings is a Fortune 500 e-commerce conglomerate with a market cap of roughly $166 billion (2025). Booking.com employs approximately 13,000 people in 140 offices in 70 countries.

Booking.com focuses on enabling travel by connecting travelers with a wide range of accommodations, available in over 44 languages, with extensive listings and destinations worldwide. The customer experience team provides 24/7 support in over 44 languages.

Key Responsibilities

• Operational Reporting and Analysis: transform reporting and dashboards to deliver faster, clearer, and more actionable insights; design real-time dashboards tracking CS KPIs; apply advanced analytics to diagnose metric fluctuations; provide executive-level updates with actionable insights.
• Voice of Customer (VoC) & Business Insights: design and implement VoC programs to capture feedback across channels; present insights to cross-functional teams and senior leadership; integrate customer insights tooling into CS environments.
• Leadership & Strategic Collaboration: build vision and strategy for data use and data engineering within CS; partner with senior leaders to translate insights into actionable strategies; contribute to cross-functional initiatives.
• Data Strategy, Governance & Innovation: develop and execute data strategy aligned with CS objectives; implement data governance policies ensuring data quality, privacy, and security; explore advanced techniques (e.g., ML, NLP/NLG) to drive CS performance.
• Machine Learning / AI Partnership: collaborate with ML/AI teams to define data requirements, validate model outputs, and integrate AI insights into CS strategies; measure performance and impact of AI-powered solutions.
• Team Leadership & Craft Development: lead and develop a high-performing data team; shape a long-term analytics strategy; attract and retain top talent; establish best-in-class analytics, modeling, and reporting practices.
• Cross-Functional Collaboration & Stakeholder Engagement: communicate complex data insights simply; influence stakeholders from Leadership Team to operational CS teams; foster data-driven decision making.

Ideal Experience & Skills

• Education: Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, Engineering, Economics, or related field. MBA or advanced quantitative degree strongly preferred.
• Experience: 10+ years in data analytics, data science, or BI; substantial senior leadership experience (3–5+ years); background in large-scale customer service or similar environments is desirable.
• Technical Mastery: advanced analytics, statistical modeling, ML/AI concepts applied to CS; proficiency in SQL, Python, R; experience with data visualization (Tableau, Power BI); experience with VoC programs and customer insight platforms is a plus.
• Data Strategy & Governance: ability to define and implement robust data strategy and governance, ensuring data quality, privacy, and compliance; experience partnering with ML/AI teams to deploy insights at scale.
• Leadership & Talent: track record of building and developing senior analytics teams; experience in talent management, mentorship, and career development frameworks.
• CS Domain Knowledge: familiarity with CS strategy, operations, and analytics-driven experience improvements; experience with omni-channel and GenAI adoption is valuable.
• Stakeholder Management & Communication: strong ability to influence, partner with senior leaders, and present clear data-driven narratives to diverse audiences.
• Strategic Impact & Innovation: demonstrated analytical, problem-solving, and strategic thinking with a focus on measurable business outcomes.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information that may be necessary for determining your qualifications and suitability for the position.