Summary: Support data-driven decision-making across Contact Centers and Back Office operations by analyzing data and delivering actionable insights to improve performance and customer experience. Highlights: 1. Opportunity to join the first Top Employer airline in Europe 2. Focus on data-driven insights for customer operations improvement 3. Collaborative and supportive team environment Welcome to this recruitment process with Vueling! Applying is your first step to having the opportunity to join the **first Top Employer airline in Europe.** We hope the information you find here encourages you to apply so we can get to know you and stay connected. Let's start by getting to know us better! **At Vueling, we love things to happen.** We always do our best to go one step further and do it better. We invite our people to celebrate their unique strengths, work as a team to overcome challenges and achieve their goals for the greater good. Our team is made of great professionals. Great and passionate people who collaborate, support and complement each other's skills. **We are one of Europe's leading low\-cost airlines, with special relevance in the Spanish domestic market, as well as in France and Italy.** **Job Purpose** To support data\-driven decision\-making across Contact Centers, Back Office operations, customer management processes, and digital customer solutions by analysing operational and customer data, developing automated reporting, and delivering actionable insights that improve performance and customer experience. **Main Accountabilities** * Provide reliable, timely, and actionable insights on customer operations performance. * Ensure automated, consistent, and high\-quality reporting of customer and operational KPIs. * Support the evaluation of operational, process, and digital initiatives through data analysis. * Contribute to continuous improvement of customer management processes using data\-driven recommendations. * Support the development of advanced analytics and AI\-driven use cases within customer operations **Main Responsibilities \- Tasks** * Analyze Contact Center and Back Office data (volumes, productivity, SLAs, quality, resolution). * Monitor customer management processes and identify efficiency improvements. * Develop and maintain automated dashboards and reports (Tableau / Power BI). * Track operational and customer KPIs, including NPS. * Perform deep\-dive analyses to measure the impact of process and operational changes. * Assess performance and adoption of digital and self\-service customer solutions. * Apply statistical analysis and support predictive use cases (e.g. forecasting, scenarios). * Identify and implement automation to reduce manual reporting. * Collaborate with IT and Data teams to ensure data quality and integration. * Translate complex analyses into clear insights for non\-technical stakeholders. * Support ad\-hoc analytical requests from Customer, Service, and Digital teams. **Main Relationships** * Customer Insights \& Data Manager, Contact Center and Back Office teams, Customer Experience and Service Delivery teams, Digital and Transformation teams, IT \& Data teams, External partners or providers (when applicable). **Education** * Degree in Mathematics, Statistics, Engineering, Computer Science, or a related quantitative field. * Equivalent professional experience or self\-learning in data analytics and programming will be considered. **Experience** * Minimum of 2 years of experience in data analytics, reporting, or business intelligence. * Experience analysing customer operations, contact center, or service performance data. * Proven experience in building automated dashboards and reports (Tableau, Power BI). * Experience working with SQL and/or Python/R for data analysis and automation. **Competencies** * Strong analytical and problem\-solving skills. * Ability to translate data into business insights. * Effective stakeholder management and communication. * Strong focus on data quality. * Proactive, automation\- and improvement\-driven mindset. * Comfortable managing priorities in fast\-paced environments. * Curious and eager to learn advanced analytics and AI. **Languages** * English: B2 minimum (C1 desirable). * Spanish: B2 minimum (C1 desirable). **Location** Viladecans, Barcelona. **Level 5** **We are the only Top Employer airline in Europe** -------------------------------------------------- For the second year running, **Vueling** is the only European airline and the only low\-cost airline in the world to obtain this certification. The Top Employers Institute programme certifies organisations based on the participation and results of their HR Best Practices Survey. This survey covers six HR domains consisting of 20 topics including People Strategy, Work Environment, Talent Acquisition, Learning, Diversity, Equity \& Inclusion, Wellbeing and more. **\#FlyToYourFullPotential** Every single person who works with us is unique. Join us is accepting the invite to fly to your full potential through self\-development and pursuing your professional passion. Our employee value proposition and benefits include staff travel, discounts, a flexible working model, and more! Want to learn more? Click here. **Our Culture** We thrive on **teamwork** and **collaboration**. Joining our team means being part of a cohesive unit that works together, shares knowledge, and supports each other. Our **positive working atmosphere** is unique and essential to our productivity and growth. You'll be surrounded by diverse and dynamic professionals. We are passionate about what we do: **Connecting People and Places!** Learn more about our Mission, Vision, \& Values. **Our Recruitment Process** Your experience as a candidate is critical for us. We firmly believe that understanding our process will alleviate anxiety and **ignite your passion** for this extraordinary experience! Please take a closer look at how our process works.