Senior CSAT Analyst

About the role

We are seeking a Senior CSAT Analyst to lead the measurement, monitoring and interpretation of customer satisfaction across Etraveli Group. The role will act as a technical reference for the CSAT Analytics team and champion the use of CSAT data in product, UX and e‑commerce decision‑making.

Key responsibilities

• Design, build and maintain CSAT surveys across post‑interaction touchpoints (phone, email, chat, self‑service) using Qualtrics or equivalent platforms.
• Manage survey distribution logic, sampling rules and response collection to ensure representative data.
• Lead complex multi‑variable analyses to uncover drivers of satisfaction and dissatisfaction across segments, markets and interaction types.
• Translate analytical findings into strategic recommendations and present insights to senior management and cross‑functional leaders.
• Own the CSAT reporting framework, delivering dashboards and reports that are fit for purpose at all organizational levels.

Required profile

• Proven experience in customer satisfaction analytics and stakeholder engagement at a senior level.
• Ability to turn raw feedback into actionable strategic insight.
• Strong communication skills for presenting findings to senior leadership.

Required skills

• Qualtrics (or equivalent survey platform) administration and troubleshooting.