דרושים Data & Ai Governance Architect ב-Booking ב-Netherlands, Amsterdam

A successful candidate should demonstrate:

• Technical knowledge: Solid understanding of enterprise data technology and machine learning at scale

• Risk management: Experience in developing compliance solutions which are resistant against degradation over time, are documented and can be monitored and tested

• Strategic thinking: Ability to think beyond quick wins and perceive long-term opportunities for broad-based risk reduction

• Customer centricity: Keeping the customer's best interests at heart, both in terms of the protection of their privacy as well as the usability of our products and services

• People leadership: Inspiring, coaching and supporting your team members, to allow them to excel and grow

• Cross-functional mindset: Willingness to break through silos, collaborate across teams and departments and pitch in when needed to ensure overall mission success

Key Job Responsibilities and Duties:

• Support the business with in-depth legal review, advice and guidance on data protection and data privacy issues and/or risks with any current or potential new initiatives

• Serve as the primary privacy legal SPoC for all matters arising from the Data, Technology and Customer Service functions in the company

• Lead a team that serves as the foremost experts in the privacy legal function when it comes to data governance and technology

• Lead the retention & deletion efforts at Booking.com

• Support strategic, enterprise-wide priorities to mature our data governance and privacy control landscape

• Engage with other Legal & Public Affairs teams and stakeholders to ensure the Legal function speaks with one voice

• Constantly (re)prioritize team workload to adapt to changing circumstances

• Partnering on review, advice and approval of data sharing use cases, data protection and privacy guidance, policies and procedures for the business

• Exercise people management responsibilities, such as performance management and coaching; be accountable for team performance

Qualification & Skills:

• Bachelor degree (Master’s Degree / Specialised Diploma is an advantage) and admission to practise in at least one jurisdiction
• 8-12 years experience in a reputable law firm or in-house team

• EU, UK or US law degree

• A Batchelors’ and/or Masters’ Degree, and a legal professional qualification

• Native or fluent English speaking and writing skills

• Knowledge and experience in data protection law; a CIPP/E / CIPT (or similar) certification is preferred

• A deep understanding of GDPR and the e-Privacy Directive how this applies to enterprise and consumer-facing technology; knowledge of DMA/DSA and AI Act is preferred

• Ability to be the “voice of reason” in crisis situations, to quickly respond to issues at hand and to prioritise effectively, with a “customer first” mindset

• Excellent communication skills (written and oral), attention to detail, organizational and project management skills and ability to meet deadlines, prioritising appropriately

• Adaptable, ready to embrace change in order to meet evolving business needs, work in ambiguous situations and under pressure, and learn from mistakes

• Strong ability to lead and inspire a team

• Demonstrated cross-functional project leadership and commercial acumen, with ability to balance risk with business objectives

• Experience in management of and impactful communication with senior stakeholders, effectively communicating complex ideas and projects simply and succinctly

• In-depth understanding of the data and privacy issues that commonly arise in the technology and data space, along with ability to quickly learn and grasp the importance of new and emerging issues and manage processes from inception to completion

• Strong collaborative, professional approach; able to succeed in and lead diverse, multidisciplinary, multicultural teams

• High proficiency in productivity software, and AI platform usage, with a commitment to continuous improvement.

Deadline for applications is21 November 2025.

Further traits look for:

• Alignment with Booking.com’s values (Customer First, Succeed Together, Own It, Learn Forever, Do the Right Thing).

• Curiosity, flexibility, and a creative, pragmatic approach to problem-solving.

• Confidence with collaboration.

• Ability to influence stakeholders at all levels.

• Proactivity, resilience, and a drive to deliver results.

• Strong judgment with attention to both the big picture and key details.

• Courage to take a stance and make tough decisions.

• Team-oriented, self-aware, and a good listener.

• Agility in prioritizing and meeting deadlines.

• Forward-thinking, with a focus on emerging legal and policy issues.

As a team, we believe in:

• Being integral to decision-making, shaping Booking.com’s future.

• Supporting Booking's mission to make travel accessible, fostering openness and curiosity.

• Offering opportunities for team members to explore new areas or specialize.

• Providing holistic, integrated legal and public affairs advice.

• Continuously improving Legal Operations, innovating, and sharing best practices.

• Learning from mistakes and embracing growth.

• Working collaboratively with a sense of humor and enjoying the journey together!

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , 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

Application process:

• Let’s go places together:

• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.

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.

Key Responsibilities

• Business Acumen:
• Maintain a fundamental understanding of the Booking.com business, industry news and risk best practices and apply that knowledge in the context of your core areas of responsibility.
• Critical Thinking:
• Identify and design solutions in a wide range of situations, and proactively propose concrete improvement plans.
• Objective Setting, Prioritization & Task Management:
• Independently structure and execute work, decide on priority areas and output fitting the overarching objectives and priorities. Deliver in line within agreed timelines and escalate issues to the appropriate level and roles within the organization where needed.
• Attention to Detail:
• Produce high quality, accurate output across a broad range of topics, with limited review and oversight required.
• Result Orientation:
• Work independently and proactively to deliver the right results for specific objectives and deliverables in line with personal and company values whilst influencing stakeholders in order to meet timelines and prioritize critical activities.
• Effective Communication & Presentation Skills:
• Effectively and clearly communicate and present information relating to core responsibilities, tailor messages and explain (technical) concepts to stakeholders.
• Facilitate cross-functional discussions.
• Organize and run larger meetings in a clear, structured and outcome-oriented manner.
• Stakeholder Management & Influencing:
• Independently identify, develop and grow relationships with key stakeholders to build and maintain a wide network within the coverage area, mostly at mid-level but also including key senior stakeholders for a bilateral flow of information.
• Align with stakeholders on impact beyond their team, respectfully challenging and influencing others to assume appropriate roles and responsibilities by adopting stakeholder management and influencing techniques.
• Confidently and independently navigate tricky discussions, incorporating Manager input around escalations, approach or blockers where needed.
• People Management:
• Provide constructive feedback to peers and incorporate received feedback into personal development goals.
• May provide mentoring and task oversight to more junior staff or external consultants.
• Support hiring process.
• Operational & Technical Expertise:
• Apply a comprehensive understanding to processes, systems and/or products within your coverage area.
• Display general understanding of the impact on the wider process and/or system landscape.
• Seek manager input for in-depth expertise.
• Risk Landscape Awareness:
• Maintain awareness or knowledge of the broader internal risk landscape across one or more business areas as well as external developments.
• Adopt a business need centric and user friendly approach to influence business stakeholders to take informed decisions in line with the risk capacity, risk appetite and risk tolerance of Booking.com.
• Risk & Governance Advisory:
• Provide input to the development of methodologies throughout the risk management lifecycle.
• Advice stakeholders in ongoing risk and compliance work within your dedicated area(s).
• Risk Identification & Assessment:
• Identify and appropriately assess risks in line with the team's frameworks and methodologies.
• Document risk assessment outcomes, including clear description of the risk, perceived level of risk and considerations for risk treatment, tailored to the topic at hand, with limited guidance and review required.
• Risk Treatment:
• Independently support control design and/or assurance activities and work with control owners to prepare controls for approval.
• Coordinate audit activities including support to close any control deficiencies identified.
• Work across teams/projects/BUs and ensure risks are appropriately mitigated.
• Develop, select and implement risk treatment strategies, proposing alternative risk treatment options where needed.

Communication.Stakeholder

• Process/Control owners (combination of directors, managers, team leaders and individual contributors)
• Subject Matters Experts (SME's) e.g. Finance, Fintech, Fraud, Legal, Security, etc.
• Other Internal stakeholders in Accommodations (i.a. CS, PS, Product), Trips, Finance, FinTech, Legal, Marketing, People, Strategy and Corporate Development and Technology (i.a. Security, Infrastructure)
• Internal & External Audit
• Risk & Control team

Communication.Type

• Persuasion / CooperationPartner with business stakeholders by: providing guidance and support in ongoing compliance;providing guidance and support in identifying risks and control gaps and, designing and implementing appropriate controls;providing clear instructions on expected stakeholder contributions and ensure follow up;facilitating and participating in cross functional groups for activities related to the risk management lifecycle;presenting and advising on standardized methodologies, processes and documentation;maintaining a business centric approach.
• Information and CooperationInform SMEs on:risk areas in need of SME input;control design and implementation;work closely together to share knowledge and experience.
• CooperationWork closely together to share knowledge and experience.
• Cooperation Support Internal and External audit teams to ensure that remediation plans are implemented on a timely basis for any deficiencies foundSupport SOX, PCI and other audit cycles
• Information and CooperationWork closely together to share knowledge and experience.

Communication.Frequency

• Continuous
• Continuous
• Continuous
• Continuous
• Continuous

Level of Education.Level of Education

• Bachelor degree
• Master degree

Level of Education.Description

• Alternatively compensating years of experience (3 to 5 years in addition to below)
• Preferred

Years of relevant Job Knowledge.Years of relevant Job Knowledge

• Advanced Knowledge (5 - 8 years)

Requirements of special knowledge/skills

• Qualities / Soft Skills:
• Enthusiastic, self-starting and flexible work attitude
• Ability to effectively prioritize and manage workload, work under pressure and deliver on timelines
• Handle multiple tasks, of varying and often complex content, generally at the same/similar time
• Have the ability to split large tasks into logical, manageable and decoupled actions which are managed effectively and delivered on time
• Strongly process, problem solving and action oriented
• Curious and proactive in the assessment and challenge of risks
• Strong team player
• Advanced communication skills and ability to actively listen
• Strong relationship building skills
• High level of integrity, confidentiality & professionalism
• Requirements of special knowledge/ Hard Skills:
• Advanced (technical) understanding of and experience with Risk Management, Compliance, Internal controls , control procedures, automation, monitoring, testing, collecting evidence and remediation activities
• Experience with large e-commerce or tech companies is advantageous
• Fluent in English, both written and spoken
• CISSP, CRISC, CISM, CISA, or similar certification is advantageous
• Project management skills
• Stakeholder management skills
• For Business Officer functions:
• Advanced understanding of and experience with risk management relevant fields, for example but not limited to:
• Business analysis
• Auditing
• Corporate governance
• Finance concepts and processes
• SOx integration
• AML/ CFT framework, GDPR, PCI, SOx
• Fundamental understanding of below IT expertise fields.
• For IT Officer functions:
• Advanced understanding of and experience with risk management relevant fields, for example but not limited to:
• IT Risk management and IT Governance
• IT Security concepts and processes
• (IT) Frameworks like ITGC, COSO, NIST
• DevOps tools like Puppet, Jenkins, Git, Docker, or Kubernetes
• JIRA
• Fundamental understanding of above Business expertise fields.

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.

Key Job Responsibilities and Duties:

• Provide privacy legal reviews of new AI initiatives in a speedy and practical way

• Draft and maintain our AI Privacy Legal Playbook and associated processes, to ensure scalable and consistent reviews of AI initiatives

• Provide privacy legal support for our tracking tech and consent compliance programs

• Support our Genius benefits program with privacy legal reviews of new features

• Independently execute your work, collaborate with stakeholders and identify opportunities for improvement

Qualifications & Skills:

• 5+ years' experience in a top tier law firm and/or major corporation in a similar role;

• Hands-on experience in data protection, AI governance, privacy compliance;

• Solid understanding of AI, consumer-facing tech products and enterprise technology;

• A Bachelors' and/or Masters' Degree, and a legal professional qualification; a CIPP/E / CIPT (or similar) certification is preferred;

• A deep understanding of GDPR, familiarity with the AI Act and how these apply to travel tech;

• A high level of project management skill and able to "roll up sleeves" to get the job done;

• Ability to be the 'voice of reason' in tense situations - The ability to quickly respond to issues at hand and able to prioritise effectively, with a 'customer first' mindset;

• Fluency in English (and 'tech') with excellent communication skills; verbally, in writing and listening

Further traits look for:

• Alignment with Booking.com’s values (Customer First, Succeed Together, Own It, Learn Forever, Do the Right Thing).

• Curiosity, flexibility, and a creative, pragmatic approach to problem-solving.

• Confidence with collaboration.

• Ability to influence stakeholders at all levels.

• Proactivity, resilience, and a drive to deliver results.

• Strong judgment with attention to both the big picture and key details.

• Courage to take a stance and make tough decisions.

• Team-oriented, self-aware, and a good listener.

• Agility in prioritizing and meeting deadlines.

• Forward-thinking, with a focus on emerging legal and policy issues.

As a team, we believe in:

• Being integral to decision-making, shaping Booking.com’s future.

• Supporting Booking's mission to make travel accessible, fostering openness and curiosity.

• Offering opportunities for team members to explore new areas or specialize.

• Providing holistic, integrated legal and public affairs advice.

• Continuously improving Legal Operations, innovating, and sharing best practices.

• Learning from mistakes and embracing growth.

• Working collaboratively with a sense of humor and enjoying the journey together!

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , 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

Application Process:

• Let’s go places together:

• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.

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.

Role Description:

You will play a key role to discover causal relationships in a wide variety of travel products and customers, challenge hidden assumptions and validate the robustness of conclusions to enable confident decisions at scale with real business actions.

Key Job Responsibilities and Duties:

• Responsible for fully owning the design and delivery of causal solutions based on business requirements, from idea-generation, validation, implementation to stakeholder communication. Deliver customer value with the right solutions.

• Keep a sharp eye on both the strengths and limitations of applied methodologies in real use cases. Proactively explore and research advanced statistical and causal techniques suitable for the business applications, and guide junior members as a force multiplier.

• Identify and manage stakeholders independently. Autonomously translate business challenges into proper data stories and solutions. Capable of communicating complex solutions to business stakeholders and craft peers beyond the team’s scope with in-time updates, clear visualization, accessible documentation and effective verbal language.

• Responsible for interpreting quantitative experiments and causal models to objectively guide key business decisions. Grow technical competency and spot opportunities to adopt more efficient approaches. Break down complex problems into tangible milestones to drive continuous improvements and actionable outcomes on product or strategy.

• Identify trends and behaviors from data to uncover hidden causal insights across business domains. Unlock the value of causal inference by bringing together end-to-end solutions. Learn to incorporate scalability, reproducibility and long-term orientation in the work. Embed causal techniques into the bigger picture for business takeaways and recommendations.

Qualifications & Skills:

• Experience working with dynamic project setup, multiple teams and stakeholders to align expectations and collaboration. Turning open-ended questions into clear milestones and agreed deliverables.

• Passionate in driving innovation for real applications with curious, humble and can-do attitudes.

• Proven ability to unpack real world causal questions, design modeling or experimentation solutions, and provide clear and actionable business recommendations with real influence.

• Experience to research and compare new methods and validate feasibility with real data. Clearly explain the reasoning behind technical choices, and open to peer review and discussions.

• Able to zoom in and out in problem solving. Willing to dig deep for exploration, and summarize reusable learnings and methodologies for scalable exploitation.

• Excellent communication skills for diverse audiences. Able to discuss complex technical problems in an accessible, business-friendly manner at all phases of the project.

• Proficient in handling large amounts of data and using causal model packages with Python, Snowpark, or R. Familiar with using causal packages. Produce well structured, readable and reproducible high quality code.

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , 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

Application Process:

This section should provide:

• Let’s go places together:

• This role does not come with relocation assistance.

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.

About the team:The Data & AI Governance department enables extending the governance theme of policies, standards, processes and technology for governing data and AI, to driving excellence in our approach for leveraging secure, trusted, accessible data for data driven decision making through:

• An overarching Data & AI Policy to include associated standards

• Data & AI Governance capabilities

• Data Access and Usage Control, in compliance with regulatory requirements

• Data & AI Delivery Governance

• Data & AI Observability and Quality

The Senior AI Governance Specialist is an expert in AI and Observability, and will be responsible for the definition and maintenance of the AI Governance standards and relative guidelines and playbooks, including the oversight of tooling and processes, and will drive the corresponding best practice across the company. Most specifically, the role oversees that AI systems are developed, deployed, and maintained responsibly, ethically, and in line with regulations and with a risk mitigation approach. This role blends Data and AI technical understanding with policy, ethics, and risk management. The new joiner will have autonomy over the delivery of their work, including requirements gathering, contribution to the solution design, overseeing tooling selection, implementation, integration, roll-out and adoption across business units in a collaborative manner.

Key Job Responsibilities and Duties:

• Develop AI governance frameworks, including AI Governance standards and playbooks, aligned with organizational values and global norms

• Gather, analyse and manage requirements, coming from various stakeholders (e.g., Risk and Control, Compliance, Legal and Business Units)

• Contribute to the design and implementation of AI Governance related tools

• Ensure impact and risk assessments are timely and shared with Leadership to enable effective risk mitigation (e.g., EU AI ACT Risk Assessment, Data Protection Impact Assessment)

• Contribute to the creation and maintaining of risk registers for AI use cases

• Contribute to the KPIs and adoption metrics, for the AI Governance standards across Booking.com, unlocking innovation and business value through leveraging data and AI.

Qualifications and Skills:

• 5+ years’ experience in AI, with a strong understanding of AI/ML technologies (not necessarily coding, but grasping how models work, are trained, mitigate for bias, drift etc.)

• Knowledge of data lifecycle (collection, storage, processing, deletion)

• Familiarity with AI-related regulations (e.g., EU AI Act, GDPR, US AI Bill of Rights)

• Ability to apply ethical and risk management frameworks to AI use cases

• Knowledge of human rights impacts of AI

• Understanding of fairness, accountability, transparency, and explainability (FATE)

• Strong analytical capabilities to assess complex technical and ethical risks.

• Familiarity with AI quality and observability, including architecture and key metrics

• Experience in conducting impact and risk assessments (e.g., EU AI ACT risk Assessment, Data Protection Impact Assessment)

• Experience in working with data scientists, legal teams, compliance, IT, cybersecurity, product owners and other stakeholders

• Collaborate and design effective training programmes to foster a culture of ethics and governance in AI use cases

• Excellent communication skills to convey complex technical concepts to non-technical audiences and build effective relationships across departments.

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , 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

• Living and working in Amsterdam, one of the most cosmopolitan cities in Europe

• Contributing to a high scale, complex, world renowned product and seeing real-time impact of your work on millions of travelers worldwide

• Working in a fast-paced and performance driven culture

• Opportunity to utilize technical expertise, leadership capabilities and entrepreneurial spirit

• Promote and drive impactful and innovative engineering solutions

• Technical, behavioral and interpersonal competence advancement via on-the-job opportunities, experimental projects, hackathons, conferences and active community participation

• Competitive compensation and benefits package and some great added perks of working in the home city of Booking.com

Application Process:

This section should provide:

• Let’s go places together:

• This role does not come with relocation assistance.

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.

When Values are made explicit, they provide clarity on what “good” looks like. And when they are shared, they build unity in a group. They build culture.

• Think customer first. We obsess about adding value for our customers - guests, partners, colleagues - to make it easier for everyone to experience the world.

• Own it. We deliver on our promises, make informed decisions and prioritize to get the important things done today.

• Learn forever. We are resilient, take time to reflect, and seek to learn – from colleagues, from the outside world and from our failures.

• Succeed together. We celebrate team success, through making connections, building trust and valuing the diverse perspectives of others.

• Do the right thing. We get the right results the right way. For each other, our communities and the world around us.

• Transform existing reporting and dashboard systems, streamlining and optimising them to deliver faster, clearer, and more actionable insights including supporting new experiments.
• Design, develop, and maintain comprehensive real-time dashboards and reports that track key Customer Service KPIs, ensuring data-driven decision-making at all levels.
• Apply advanced analytics techniques, including correlation and causation modeling, to accurately diagnose metric fluctuations and their impact on Customer Service operations.
• Support the CS operations and Service and Process design by unlocking trends, patterns, and root causes in operational data to proactively drive service improvements and efficiency gains.
• Deliver executive-level performance updates with actionable insights, influencing strategic decisions both within Customer Service and across the organisation.

• Design and implement VoC programs to capture feedback through multiple channels (surveys, social media, etc.) to identify pain points, and work with business leaders on opportunities for service enhancements.
• Analyse and present VoC insights to cross-functional teams and senior leadership, guiding improvements in CS operations and across the wider organisation
• Have extensive experience in Customer Insights tooling and technologies so that they can be integrated into the Customer Service environment

• Build the vision, set the strategy, and define the roadmap for data use and data engineering services within CS.
• Act as a strategic partner to senior leaders, providing data-driven insights and recommendations to support CS objectives.
• Work as part of cross-functional initiatives, workshops, and strategy sessions to translate insights into actionable strategies, focusing on customer-centric and operational improvements.

• Develop and execute a data strategy aligned with CS objectives, focusing on data quality, integrity, and security.
• Implement data governance policies within CS, standardizing data collection, storage, and usage while ensuring compliance with privacy and security standards.
• Innovate in leveraging data analytics to drive CS performance, efficiency, and growth, exploring advanced techniques (e.g., machine learning, NLP/NLG).

Machine learning/AI Partnership

• Partner closely with ML/AI and data science teams to define data requirements, validate model outputs, and integrate AI-driven insights into customer service strategies.
• Develop robust frameworks for measuring the performance, efficiency, and business impact of AI-powered solutions and automation within Customer Service.
• Identify and champion new opportunities for applying advanced analytical and machine learning/AI techniques to address customer service challenges and drive innovation.

• Lead and inspire a high-performing team of data analysts and data scientists through a period of significant transformation, redefining how data is leveraged to enhance the customer service experience.
• Shape and execute a visionary strategy for data and analytics in Customer Service, ensuring the team evolves in capabilities, tooling, and impact to drive long-term business outcomes.
• Attract, develop, and retain top-tier talent in data engineering and analytics, creating an environment that fosters innovation, excellence, and career growth within the analytics community.
• Establish best-in-class practices for analytics, modeling, and reporting, ensuring the team operates at the forefront of modern data science and engineering.
• Champion data-driven decision-making, embedding analytics deeper into customer experience strategy and influencing key business stakeholders at all levels.

• Communicate complex data insights in simple, actionable terms for stakeholders, advocating for data-driven decision-making.
• Influence and build relationships at all levels, from the Leadership Team to operational stakeholders within CS.

• Bachelor’s degree in Data Science, Statistics, Computer Science, Business Analytics, Engineering, Economics, or a related field. MBA or other advanced degree is strongly preferred, especially with a major in a quantitative discipline
• Experience:Minimum of 10 years in data analytics, data science, or business intelligence, with substantial experience in senior leadership roles (at least 3-5 years). Background in large-scale customer service environments or similar operational domains is highly desirable.
• Proven ability to deliver data-empowered strategies, complex analytics programs, and impactful business change initiatives in global organizations. Experience in driving both transformational initiatives and business-as-usual (BAU) operational improvements, demonstrating agility to manage priorities in dynamic, high-volume settings.
• Technical Mastery:Deep expertise in advanced analytics, statistical modeling, and machine learning/AI concepts as applied to customer service and business optimizationProficiency with data analytic tools and programming languages (e.g., SQL, Python, R). Skilled in data visualization technologies such as Tableau and Power BI.Experience designing, implementing, or managing VoC (Voice of Customer) programs and integrating customer insight platforms (experience with Qualtrics or equivalent technologies considered a strong plus, but not mandatory).
• Data Strategy & Governance:Demonstrated ability to define, communicate, and execute robust data strategy and governance frameworks, including data quality, integrity, privacy, and compliance.Experience partnering with ML/AI teams to set data requirements, validate model outputs, and integrate AI insights into operational workflows at scale.
• Leadership & Team Development:Track record of inspiring, building, and developing high-performing teams of senior data analysts, scientists, and craft specialists. Proven ability to nurture environments that support innovation, continuous learning, and career growth.Experience in talent and performance management, collaborating with HR and craft leaders to embed career development frameworks, mentorship programmes, and effective review cycles.
• Customer Service Domain Knowledge:Extensive familiarity with customer service strategy, operations, and experience improvement through analytics and data-driven decision-making. Prior work in omni-channel, GenAI adoption, or AI-powered customer query routing is considered highly valuable.
• Stakeholder Management & Collaboration:Strong ability to partner with senior leadership, cross-functional partners, and external vendors. Proven effectiveness in influencing and inspiring teams at all organizational levels through clear, compelling data-driven narratives.Track record of managing 3rd party software/data relationships, negotiating with external partners, and ensuring that platforms/tools align to CS goals.
• Strategic Impact & Innovation:Exceptional analytical, problem-solving, and critical-thinking skills, with a record of leveraging data to deliver measurable business outcomes.
• Strategic mindset, staying ahead of industry trends in data analytics, customer service, and AI innovation, and translating these into competitive advantages for the CS organization.
• Craft Leadership & Community Impact:Demonstrated commitment to raising the analytics craft within and beyond Customer Service, through championing best practices, sharing knowledge, coaching/mentoring, and actively contributing to the evolution of analytics frameworks, methods, and tools.
• Communication & Influence:Strong communication and presentation skills, able to simplify complex technical insights for diverse audiences, deliver executive-level reporting, and foster an analytics-led decision culture.
• Agility & Change Management:Proven ability to adapt quickly, manage priorities in changing environments (both strategic and BAU focus), and drive continuous improvement through data

• Strategic Thinking & Analytical Rigor: Ability to define the roadmap for effective data use and provide impactful business insights for CS.
• Experience with Machine Learning/AI:Strong understanding of machine learning concepts and their application in real-world business problems, particularly in customer service contexts. Familiarity with ML model evaluation metrics (e.g., precision, recall, F1-score, accuracy) and their implications for business outcomes.
• Customer-Centricity & Service Focus: Commitment to enhancing customer service through data and insights.
• Leadership, Team Development & Craft Expertise: Drive a high-performance team culture while guiding the analytics craft within Customer Service.
• Communication & Influence: Ability to translate complex data insights into simple, actionable strategies for CS stakeholders.
• Collaboration & Partnership: Building connections across departments to ensure aligned, data-driven decision-making within CS.

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.

This position requires a proven problem-solving mindset, comfort with fast-paced, complex change, and the ability to coach both technical and non-technical users. The organization values those who bring architecture discipline, hands-on expertise across all major planning domains, and a passion for enabling others.

Solution Architecture and Model Oversight

• Architect, build, and maintain advanced, multi-dimensional Anaplan models covering all key FP&A processes, including revenue planning, opex, workforce planning, business case modeling, and target setting

• Own end-to-end governance and design consistency, applying best practices for scalability, security, memory optimization, and model performance

• Deploy advanced Anaplan features—HyperModel, Polaris, PlanIQ, Optimizer, Workflow, Reporting XL—and lead adoption in alignment with Booking.com’s connected planning roadmap

• Directly manage complex integrations with platforms such as Snowflake, OneStream, and BI/reporting tools (Tableau, MicroStrategy), with a focus on automation and data integrity

Business Partnership & Leadership

• Act as a primary subject matter expert and advisor to Finance, Data, and FP&A Systems teams

• Engage directly with senior business stakeholders to translate complex business requirements into robust, scalable model architecture and solutions

• Lead requirements-gathering workshops, define and prioritize user stories and enhancement backlogs for cross-functional improvement

• Provide solution design reviews and champion model documentation, versioning, and explainability according to internal governance standards

Coaching, Enablement & Knowledge Transfer

• Mentor and coach less experienced model builders, FP&A analysts, and business users, building internal Anaplan capability across the organization

• Drive self-service enablement for super users and planners (~25+ super users, 130+ planners, 150+ business case users), ensuring adoption and continued skill growth

• Facilitate internal knowledge-sharing sessions and best practice forums within Booking.com and across Booking Holdings entities as relevant

Continuous Improvement & Innovation

• Stay ahead of new Anaplan releases, features, industry trends, and system innovations (including AI/ML enhancements and Anaplan Data Orchestrator integrations)

• Conduct system performance reviews, design assessments, and benchmarking; lead or participate in strategic initiatives such as model rebuilds and organization-wide planning transformations

• Champion architectural and process standardization and federated model ownership

• Bachelor’s degree in Computer Science, Information Technology, Business, Finance, or a related field
• Minimum 6+ years’ hands-on experience with Anaplan in increasingly senior/model architect roles, including direct responsibility for end-to-end build, deployment, and continuous improvement in production environments
• Anaplan Solution Architect certification, demonstrating advanced, officially recognized expertise in model design and governance
• Comprehensive experience across all key FP&A capability areas, including revenue planning, workforce planning, opex/capex planning, target setting, scenario/what-if analysis, and variance analysis
• Deep knowledge of multi-dimensional modeling, advanced calculation logic, data structures, workspace/memory management, security, and advanced integration design
• Proven expertise in automating/optimizing data flows between Anaplan and enterprise data/reporting sources (Snowflake, OneStream, Tableau, PowerBI, MicroStrategy, etc.)
• Experience leading requirements gathering, translating business needs to scalable technical specifications, and delivering executive-level stakeholder workshops
• Demonstrated strength in complex problem-solving, solution design, and the ability to deliver in high-velocity, dynamic business environments
• Strong communication skills, with a track record of providing clear documentation and training/enablement for non-technical users
• Significant experience coaching and mentoring model builders and/or business end users—leading enablement initiatives, onboarding, or internal training programs (desirable)
• Advanced degree (e.g., Master's) or additional professional certifications in relevant areas (Finance, Technology, Data Science, etc.) (desirable)
• Experience in TMT (Technology, Media, Telecom) sectors, global e-commerce, high-growth tech, or complex consultancy environments (desirable)
• Exposure to or responsibility for large-scale planning tool transformations, FP&A system migrations, or complex integration projects (desirable)
• Experience with artificial intelligence and machine learning in a planning context—especially hands-on with Anaplan PlanIQ for advanced forecasting, predictive analytics, or AI-driven model optimization—is a huge plus (desirable)
• Hands-on experience with OneStream (for consolidation, advanced planning, or solution integration) is a considerable plus (desirable)

Booking.com’s Total Rewards Philosophy is not only about compensation but also about benefits. We offer a competitive , 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

Application Process:

• Let’s go places together:

• Detailed instructions on post-application requirements including any required application materials, deadlines, portfolios, coding challenges, or other assessments as defined by BU or department.

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.