Data Analyst - Customer Experience

Job Description

We’re one of the world's leading carsharing platform, with millions of users around the world, sharing thousands of cars in over 950 cities across 8 countries. Our mission is simple: Make our cities better places to live through carsharing. Carsharing empowers people to move in a smarter and more sustainable way: studies show that one shared car replaces between 5 and 8 privately owned cars, which frees up space in our cities while giving communities 24/7 access to cars when they need them. With our connected car technology, users can quickly and easily book and unlock a wide variety of vehicles directly from our app, without ever having to meet anyone in person, carry an access card, wait in line, or coordinate picking up keys. To reach our vision of a world where all cars are shared, we need a strong team to help us disrupt car ownership. We look for people who are curious, positive, and engaged; who can adapt and learn quickly; who have the skills and smarts to reach their goals autonomously, while having the generosity and mindset to work collaboratively. No matter your role, background, or level of experience, we believe that every member of the team can have an impact. We’re extremely proud to be certified one of the “Best Workplaces” in 2023 !

The opportunity:

• Are you passionate about product analytics and eager to use data to ensure a great experience for our users when renting a car? If so, this is your chance to make a difference.
• You'll be an essential part of our Trip Experience and User Assistance teams, working closely with customer support and product managers to ensure a smooth rental experience for Drivers and providing fast access to answers and quick resolutions.
• As a data analyst, you’ll help build a comprehensive view of our users’ experience during the rental to understand the current challenges and solve complex problems through data. Your analyses will fuel the Rental Experience team with data-backed insights that can have a direct impact on our users’ rental experience. You’ll deal with projects such as exploring friction and monitoring new feature success, digging deep into telemetry data to find new opportunities and supporting the squad in their understanding of the product.
• You’ll be responsible for developing and maintaining data tools that enhance the connection between our customer service operations and the product to always provide a better service to our users. You will focus on analyzing feedback from various channels—emails, calls, reviews, and social media—to understand customer sentiment, identify pain points, and drive continuous product improvement. You'll also work closely with the team to explore issues related to our connected devices, ensuring a seamless user experience throughout the product lifecycle.
• You'll work autonomously on your projects but continuously collaborate with your data peers for peer reviews and cross-area projects, and you'll work hand-in-hand with operation managers, product managers, designers, engineers, and data scientists.
• You'll belong to the data team of 20 experienced and caring data enthusiasts and will report to Benjamin , our Head of Data Analytics.
• We invite you to listen to our VP of Data & BIi’s podcast with DataGen to better understand how our data organization works.

What you'll do:

• In this cross-functional role, you’ll handle projects from end to end, including:
• Collaborating with engineers to ensure accurate and timely data collection and processing.
• Owning your data pipelines (SQL) , including writing tests and maintaining comprehensive documentation.
• Conducting deep exploratory analysis , working with stakeholders to define business problems, analyze data, and turn insights into actionable recommendations.
• Providing data-backed insights to the Trip Experience and Customer Support teams, driving improvements in user experience.
• Designing and monitoring KPIs , ensuring performance aligns with team objectives.
• Supporting the investigation of connected device issues identifying opportunities for enhanced product performance.
• Creating reports and visualizations to communicate insights clearly to cross-functional teams, including product managers, customer support, and engineering.
• Exploring new tools and technologies to continuously improve data analysis capabilities and drive a more data-driven culture, empowering teams with innovative solutions and advanced insights.

Our stack:

• Snowflake data warehouse, ELT managed with Airflow and dbt, our own Segment-like integrations, BI/visualization tools such as Tableau and Metabase, Python notebooks in Hex.

What you'll bring:

• Experience :
• 2 to 5 years experience in Data/BI roles in a tech environment.
• Background in quantitative fields eg Maths, Statistics, Engineering or Business with very strong analytical skills and a willingness to learn more technical skills.
• A prior experience in hardware product or customer support analytics is a strong plus.
• A strong interest in product : you think about possible product improvements in your day-to-day interactions with any app
• Strong ability to turn complex data into actionable insights in a fast-paced environment
• Coding abilities :
• Experience with writing SQL queries, joining large datasets from multiple sources
• Experience with R, Python or other data-oriented programming languages is a strong plus
• Attention to detail : you like to understand the fine technicalities of things, and build reliable and resilient data models.
• Communication : you’re excellent at summarizing any problem and explaining the big picture, both in written and verbal form. You share information proactively.
• Fluency in English : you can work in English on a daily basis.
• Environmental awareness/interest in mobility : interest in car ownership environmental impact and/or mobility is a strong plus.
• 👉 If your profile doesn't check all of the above yet, you can still apply, and we’ll let you know if we think this position can be a good fit for you

Why join us:

• 🌎 Getaround Europe is a fast-growing startup located in the center of Paris and an office in Oslo. We offer one of the most dynamic and diverse company cultures in town, and give every employee the opportunity to grow and the power to define their impact at Getaround.
• 🌱 The opportunity to have a positive impact on climate change. Cars are responsible for 17% of carbon emissions. In France, an independent study has shown that each connected car shared on Getaround replaces more than 5 self-owned cars.
• 🧠 A place to learn and grow with weekly 1 on 1 meetings with your manager, frequent 360° feedback from your teammates, personal objectives to develop your potential, unlimited access to Udemy (learning platform), optional annual training, plus a team wiki that you’ll contribute to improve
• 💰 Competitive salary based on your level of experience
• 🌐 An international team and company: our product is live in the US, France, Norway, Germany, Spain, Belgium and Austria.
• 🏡 A remote friendly policy: this position is based in our Paris office with up to 3 days of remote work per week.
• 📝 A monthly subsidy to cover part of your work-related expenses at home
• 🤝 Getaround is committed to equal opportunity. We value and embrace diversity, equity and inclusion of all our Getarounders
• 🗓 Unlimited 30% vouchers for your Getaround bookings
• 💫 Health insurance
• 🍽 A Swile lunch card
• 💻 Apple equipment
• Come join us!

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