Expedia Group

Trust & Safety Analyst

2 days left

Recruiter
Expedia Group
Location
London, UK
Salary
Rewards and benefits that suit your lifestyle
Posted
24 May 2024
Closes
24 Jun 2024
Ref
R-88543
Approved employers
Approved employer
Contract type
Permanent
Hours
Full time
Experience level
Qualified accountant

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Trust & Safety Analyst

Expedia Group is the global leader in travel. From the practical matters of booking flights, cars, hotels, packages, local activities, or vacation rentals to realising dreams and bucket lists, we cover the entire breadth of this deep and varied relationship with our travellers and partners. 

As a Trust & Safety Analyst you’ll play an essential role in keeping our community and our platform safe. You’ll understand and enforce our community standards and policies regarding traveler and partner activity on our platform. You’ll partner with team Manager and leads and work across organisations and Lines of Business (LoB) to resolve risk issues and communicate internally and externally at all levels. 

What you’ll do:

  • Work as part of our Trust & Safety team to assist in the coordination of our Lodging & Activities Health & Safety programme, supporting escalated / severe investigations across lines of business (LoB) based on monitored traveller reviews, complaints, incidents and media reports. 
  • Deliver data insight in line with H&S Manager’s requirements, including root cause analysis to identify patterns and inform/influence for actions.  
  • Evaluate process and craft recommendations to improve efficiencies or improve traveler and host experiences. 
  • Support and collaborate with stakeholders such as Product and Engineering to identify, build and implement automations. 
  • Partner with outsourced vendors to ensure delivery of agreed targets and SLAs, including auditing program and key system development projects, within agreed timelines. 
  • Conduct regular performance checks against target metrics and perform risk calculation criteria for selection of key targets for assessment. 
  • Partner with software and service providers (SaaS) to ensure delivery of agreed targets, data monitoring capabilities and help ensure operational and tech continuity across Trust & Safety Operations. 
  • Act as SME on all things H&S, leading relevant meetings and influencing working groups towards a common goal. 
  • Partner with NORAM and APAC counterparts and cross-collaborate with internal stakeholders such as Product, Engineering, Legal, PR, Customer Support. 

Who you are:

  • You are a proficient administrator with 3 - 5 years of experience and have the confidence and passion to apply technical skills in your day-to-day work.  
  • Experience leading severe investigations in a safety, security, legal operations environment. 
  • Experience with data analysis and insights, and statistical tools/coding (e.g., Tableau, Python). 
  • You are data driven, with proven record of using data to inform product and process improvement strategies. 
  • Demonstrate practical involvement in testing product features and participating in launch phases to ensure compliance with specified deadlines and quality benchmarks. 
  • Experience with synthesising information, identifying trends, and developing action plans to address issues. 
  • Ability to strategically focus self and others on top priorities; effectively managing overlapping timelines and competing demands. 
  • You are dedicated and empathetic when dealing with internal and external partners, with experience in partner support or customer services, including CRM tools. 
  • Accurate data entry skills and good organisational ability. 
  • Strong project management and communication skills, including the ability to communicate effectively with technical and non-technical audiences. 
  • Experience using Microsoft office, particularly Excel (formulas, pivots, VBA). Experience querying data and presenting business insights (SQL). Experience coding is a plus (Python, SQL). 
  • You are passionate about acquiring new technical skills in a busy and fast paced environment. 
  • A degree graduate (or equivalent). 

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals to whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.

For further information, and to apply, please visit our website via the “Apply” button below.

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