data engineer for customer experience

Agoda is a travel platform that connects people with destinations and experiences through hotels, holiday properties, flights, and activities worldwide. Its Data department enables data-driven decision-making through operational and analytical databases, queue systems, BI tools, and data science technologies.

• Design, build, and maintain scalable ETL/ELT pipelines for CEG systems, third-party tools, and logs;
• Develop and optimize data models for reporting, monitoring, forecasting, quality assurance, and experimentation;
• Implement validation checks, anomaly detection, and monitoring for key datasets and metrics;
• Define and enforce data definitions, SLAs, and ownership for critical tables and metrics;
• Improve the performance and cost efficiency of data jobs and queries for high-volume CEG data;
• Standardize tooling and best practices with data platform and engineering teams;
• Design and build internal data tools and products for CEG;
• Implement APIs, data services, and lightweight UIs using Python, Java, Golang, or JavaScript/TypeScript;
• Translate operational pain points into data tools from problem framing through delivery and iteration;
• Apply testing, code reviews, CI/CD, and observability to data products;
• Define and drive the roadmap for key CEG data tools and platforms;
• Translate business questions into data problems and design analytic approaches;
• Build and maintain dashboards and reports covering contact volumes, handling time, quality, customer outcomes, agent performance, and alerts;
• Perform deep-dive analysis, identify root causes, and propose data-driven recommendations;
• Define and maintain metrics and KPIs including CSAT, NPS, SLA, AHT, FCR, and quality scores;
• Communicate findings and recommended next steps in clear, business-friendly language;
• Act as a data partner for CEG stakeholders;
• Align with data engineers, analysts, and scientists on standards, reusable components, and shared datasets;
• Mentor junior and mid-level team members;
• Improve team workflows through code reviews, testing, documentation, runbooks, knowledge sharing, and incident reviews;
• Influence cross-team architecture and ways of working as the CEG data ecosystem scales.

• 8+ Years of experience as a Data Engineer, Analytics Engineer, or Data Analyst in a data-driven environment; Staff level typically requires 10+ years or equivalent scope and impact;
• Strong SQL skills, including complex joins, window functions, aggregation, and query optimization;
• Experience with a major data warehouse or big data technology such as BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, or StarRocks;
• Experience with ETL/ELT tools or orchestration frameworks such as Airflow, dbt, or internal frameworks;
• Proficiency in at least one programming language for data and services, such as Python, Java, Golang, Kotlin, or JavaScript/TypeScript;
• Experience building production-grade data pipelines or data services with attention to quality, monitoring, and maintainability;
• Experience with BI and visualization tools such as Tableau, Power BI, Superset, Metabase, or Looker;
• Strong analytical thinking and the ability to turn business questions into clear insights;
• Ability to communicate complex topics in simple, concise language to non-technical stakeholders;
• Nice to have: Experience with event-driven data, knowledge of data modeling techniques, experience with A/B testing or causal analysis, familiarity with ML pipelines or data science teams, experience in online consumer products, travel, e-commerce, or marketplaces, frontend or backend development experience for internal tools, prior Staff or Tech-Lead experience with technical direction and mentoring.

• London, England, United Kingdom;
• Equal employment opportunity regardless of legally protected characteristics.