Description

About Traveloka

Traveloka is Southeast Asia's leading travel and lifestyle super-app. We connect tens of millions of travellers across the region with flights, hotels, experiences, financial services, and more - all from a single platform. Since our founding in 2012, we have expanded to eleven markets, processed billions of dollars in transactions, and built one of the most recognised consumer brands in the region.

We move fast because the region demands it. Southeast Asia is young, mobile-first, and growing faster than almost anywhere else on earth. We are not transplanting a Western playbook - we are writing a new one, from scratch, for a market that does not look like anywhere else - and we are calling for people who want to be part of that.

About the Team

Customer Care Data is where the millions of interactions Traveloka handles every month - flight changes, hotel issues, refunds across eleven Southeast Asian markets - become the signal that makes the next resolution faster. We turn raw contact, channel, and outcome data into the metrics, models, and insights that tell the business where customers get stuck and how to unstick them at scale.

Here you work close to the action: building the dashboards leaders trust, the analyses that reshape how a refund or a rebooking gets handled, and the data foundations that power AI-driven support. If you want your numbers to change what real travelers experience - not sit in a deck - you can see the impact within weeks. We are writing a new playbook for service in this region, and the data is how we prove it works.

About the Job

As a Business Intelligence Analyst on Traveloka's Customer Care team, you are a fully competent individual contributor with no direct reports who turns raw, messy data into decisions that shape strategy across Traveloka's markets - accountable for the calls you make within your area and trusted with real ambiguity.

• Become a thinking partner to the Customer Care business team, owning the analytical decisions in your area and influencing what they do next.
• Scope open-ended business questions - which often touch adjacent product, commercial, or operations areas - into analyses you can execute, from hypothesis to evidence to recommendation.
• Run advanced funnel, cohort, LTV, and user-segmentation analyses on large datasets to expose growth opportunities and performance gaps.
• Design and analyse A/B tests and experiments, distinguishing real signal from noise and stating the confidence behind each call.
• Build dashboards and the data pipelines behind them, improving the methods and definitions you inherit so the metrics that matter stay live, accurate, and self-serve.
• Own data quality and consistent metric definitions in your area, persuading stakeholders to align on them by explaining the facts and trade-offs.
• Translate complex findings into a clear, persuasive story that a non-technical leader can act on immediately.

Job Requirements

• You have at least 2 years of relevant experience.
• You write solid SQL - joins, aggregations, filters, and simple window functions - and are actively building toward more complex query patterns.
• You use Python or R for data manipulation and analysis; coursework, personal projects, and internship work all count.
• You have hands-on experience with at least one BI tool (Tableau, Looker, Power BI, or Domo).
• You can build a clear, structured dashboard that helps someone make a decision.
• You can take an open-ended, ambiguous question and decompose it into a structured analysis - you don't wait to be told each step.
• You apply basic statistical judgment: sampling, significance, confounders, and the limits of what your data can actually prove.
• You are curious and skeptical - you sanity-check your own numbers before sharing them.
• You hold a degree in a quantitative discipline - Statistics, Mathematics, Computer Science, Engineering, or Economics - or can demonstrate equivalent capability through your track record.
• You surface an uncomfortable finding rather than a flattering one.
• You turn findings into a clear, honest data story and tailor its depth to both technical peers and non-technical stakeholders.
• You are familiar with AI and modern analytics tooling and can judge when their output is trustworthy and when it needs validation.
• You communicate confidently and clearly in English, in writing and in conversation.

Join Us

If you have read this far and felt something click - the problem, the scale, the moment - we would like to hear from you.

We review every application. If your background is a strong fit, you will hear from us within 5 business days.

We are building the kind of company where strong people choose to stay because the work keeps getting bigger and better. If that is what you are looking for, apply.