Key Skills

Job Description

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 Benefits & Perks - Global Impact, Personal Relevance: 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. Application Process: Let’s go places together: How we Hire This role does not come with relocation assistance. Booking.com is proud to be an equal opportunity workplace and is an affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We strive to move well beyond traditional equal opportunity and work to create an environment that allows everyone to thrive. Pre-Employment Screening If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position. Pre-Employment Screening If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.

Core Responsibilities

Investigate serious trust and safety allegations, including violence and human trafficking, to mitigate risks to victims and brand reputation. Perform data-driven analysis to uncover patterns of bad actors and contribute to operational process improvements.

Requirements

Requires 1-3 years of relevant experience in security, safety governance, or risk management and basic knowledge of SQL and Jupyter. A bachelor's degree in a relevant field such as Criminology or International Relations is preferred.

Benefits

• Annual paid time off
• Parental leave
• Grandparent leave
• Bereavement leave
• Care leave
• Hybrid working
• Work from abroad up to 20 days per year
• Product discounts