Junior Trust & Safety Analyst

Booking.com BV (the company behind Booking.com™, the market leading online hotel reservation service in the world) is looking for a Junior Trust Safety Analyst. It is our duty to keep our customers safe and to foster trust in our product and services. We'd like to stimulate positive behaviour of our partners and guests, and work together with them to create a great guest and partner experience. The Trust & Safety Team is part of the Security, Safety & Fraud organisation - a dynamic, lean team requiring hands-on support in day-to-day safety and security operations.

We are seeking a Junior Analyst who will perform a crucial role in the front line defense of Booking.com in protection of their people, customers, partners, and is motivated to take ownership for an array of trust and safety focused actions for which they are held accountable: analysts investigate a broad range of trust and safety topics such as sexual or physical violence, discrimination, safety threats, safety hazards and human trafficking. The Junior Analyst's role is to investigate any serious allegations to mitigate the impact on the reporting victims and brand reputation. The analyst works closely with business stakeholders, and contributes to innovation and operational efficiency through data-driven insights.

B.responsible

Investigations & Response

Execute quantitative and qualitative assessments of trust and safety cases to understand what happened and which mitigating measures are to be taken

Prioritise and take decisions on mitigation and response based on impact, data and risk

Ensure all case assessment is documented as per quality and process standards within the case management system

Identify incidents, execute incident response, provide support to the Incident Lead and contribute to post-incident review activities

Mitigate immediate trust and safety threats by assessing possible safety incidents and/or performing response actions, including collaboration with other support groups within the wider organisation

Data Analysis & Reporting

Perform deep-dive exploratory data analysis to uncover hidden patterns and trends within emerging T&S bad actors

Assist Core and Senior Analysts by translating raw data points into clear, documented analytical findings that help stakeholders understand what and how in regards to T&S trends

Produce insightful and actionable reports

Process Improvement

Flag opportunities to improve operational workflows, processes and efficiency using data to visualise challenges and potential solutions

Contribute to driving implementation by working closely with engineering and commercial operations teams

Project Management

Contribute to projects aligned to Portfolio/Capability end-of-year objectives on topics such as innovation, operational efficiency, regulatory adherence and portfolio maturity

Support various stakeholders such as Local Partner Services, Legal & Compliance, Customer Service and Public Relations to advise them on case assessment progress and suggested mitigation actions

Keep relevant stakeholders up to date and manage their expectations

Act as a subject matter expert in regards to T&S case handling questions

Clearly communicate about projects you are working on

Share knowledge, learnings and good practices with colleagues

Self-Development

Proactively identify areas for personal and professional growth, seeking out opportunities to enhance skills and performance

Actively seek feedback and demonstrate the ability to reflect on own behaviour and performance, consistently demonstrating Booking's behavioural values

B.skilled

Education

Bachelor's Degree or specialised diploma in a relevant field is a plus (e.g. International Relations, Public/Business Administration, Homeland Security, Criminology, Politics, Trust & Safety, Physical Security, Crisis Management

Required Knowledge & Skills

1–3 years of relevant experience

Domain knowledge of security and safety governance / intel / crisis management / physical security / human rights / health and safety / risk management

Decision making ability

Written and verbal communication skills; ability to advise at all levels of the organisation Psychological resilience working with sensitive and distressing matters; ability to perform under pressure

Time management skills and ability to prioritise appropriately

Self-starter, hands-on and able to work independently

Managing confidential and highly sensitive information with discretion and professionalism

Accuracy, attention to detail, interpersonal and analytical skills, emotional intelligence

Investigative and analytical skills

Basic SQL and Jupyter knowledge

Commercial attitude / business-driven mindset

Google/Microsoft Suite (Sheets, Excel, Slides, Docs)

Nice to Have

Knowledge of the travel industry

Data visualisation skills

Experience working with trust & safety related topics such as human rights, human trafficking, child abuse material, sexual assault, homicide, safety hazards

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Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive compensation and benefits package, as well unique-to-Booking.com benefits which include:

Annual paid time off and generous paid leave scheme including: parent, grandparent, bereavement, and care leave

Hybrid working including flexible working arrangements, and up to 20 days per year working from abroad (home country)

Industry leading product discounts - up to 1400 per year - for yourself, including automatic Genius Level 3 status and Booking.com wallet credit

Diversity, Equity and Inclusion (DEI) at Booking.com:

Diversity, Equity & Inclusion have been a core part of our company culture since day one. This ongoing journey starts with our very own employees, who represent over 140 nationalities and a wide range of ethnic and social backgrounds, genders and sexual orientations.

Take it from our Chief People Officer, Paulo Pisano: “At Booking.com, the diversity of our people doesn’t just build an outstanding workplace, it also creates a better and more inclusive travel experience for everyone. Inclusion is at the heart of everything we do. It’s a place where you can make your mark and have a real impact in travel and tech.”

We ensure that colleagues with disabilities are provided the adjustments and tools they need to participate in the job application and interview process, to perform crucial job functions, and to receive other benefits and privileges of employment.