Trust & Safety Analyst

Role Description

Booking.com BV is looking for a Safety Analyst to help keep customers safe and foster trust in its products and services. The Trust & Safety Team is part of the Security Department, a dynamic, lean team requiring hands-on support in day-to-day safety and security operations.

We are seeking a Safety Analyst who will perform a crucial role in the front line defense of Booking.com in protection of its people, customers, and partners, and is motivated to take ownership of 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, human trafficking, child abuse material, sexual assault, and homicide. The analyst's role is to investigate serious allegations to mitigate the impact on reporting victims and brand reputation. The analyst works closely with business stakeholders and drives innovation and process improvements.

Key Responsibilities and Duties

• Mitigate immediate trust and safety threats by investigating possible safety incidents and/or performing incident response actions, including collaboration with other support groups within the wider organization.
• Produce insightful and actionable reports.
• Conduct quantitative and qualitative investigations, including use of OSINT tools and techniques, and perform analysis to understand what happened and which mitigating measures are to be taken.
• Identify opportunities to improve operational workflows and processes using data to visualize challenges, and drive implementation by working closely with engineering and commercial operations teams.
• Communicate and collaborate with a broad and diverse range of stakeholders across the company from Corporate Security, Commercial Operations, Legal, PR, Customer Service, Partner Services, and the Center of Excellence.
• Lead projects from start to finish that contribute to the team and company objectives, on topics such as innovation, process improvement, operational efficiency, and awareness.
• Work effectively with team members, management, and product teams by communicating trust and safety trends and sharing ideas and knowledge in a constructive and positive manner.
• Act as a Subject Matter Expert, mentor, and advisor for new hires and business stakeholders.
• Contribute to Booking.com’s growth through interviewing, on-boarding, or other recruitment efforts.
• Other job related duties as assigned.

Qualifications and Skills

• Bachelor’s degree or specialized diploma in a relevant field such as International Relations, Public/Business Administration, Homeland Security, Criminology, Politics, Trust & Safety, Physical Security, Crisis Management, or Business Resilience.
• Strong understanding and domain knowledge of security and safety governance bodies, intelligence, crisis management, physical security, human rights, trust and safety, or risk management experience in a supportive role.
• Experience working with trust and safety related topics such as human rights, human trafficking, child abuse material, sexual assault, homicide, and safety hazards.
• Knowledge of Google Suite, in particular Google Sheets, Excel, Google Slides, and Google Docs is required.
• Strong investigative skills and basic knowledge of OSINT tools and techniques; SQL/Hadoop skills are required.
• Intermediate ability to analyze and interpret large data sets and present findings to business stakeholders.
• Strong decision-making ability and self-discipline.
• Outstanding written and verbal communication skills and ability to effectively advise at all levels of the organization.
• High level of psychological resilience when working with sensitive and distressing matters and ability to perform under time pressure.
• Excellent time management skills and ability to prioritize incoming escalations appropriately.
• Self-starter, hands-on and able to work independently, with autonomy on multiple complex cases requiring continued and progressive response measures through to solution.
• Ability to lead projects from start to finish and manage relevant business stakeholders throughout.
• Trustworthy character and ability to manage confidential and highly sensitive information with the highest levels of discretion and professionalism.
• High level of accuracy and strong attention to detail with the right level of interpersonal and analytical skills as well as emotional intelligence.
• Strong commercial attitude and business-driven interest.
• No 9-5 mentality; highly responsive, with the ability to flex schedule to support customers in various locations and time zones.
• Ability to identify and apply innovative solutions to complex situations.
• Knowledge of the travel industry is a plus.
• Knowledge of Jupyter is a plus.
• Data visualization skills are a plus.

Benefits & Perks

• 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 of up to 1400 per year for yourself, including automatic Genius Level 3 status and Booking.com wallet credit.