Senior Analyst Customer Insights

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Configure and improve the Voice of Customer platform, ensuring it drives actionable insights, improves usability, promotes positive guest experiences, and aligns with Hilton's evolving needs
• Collaborate with on-property and corporate team members to conduct needs assessments and identify opportunities for enhancements in the Voice of Customer platform
• Be a brand administrator for the program, developing new dashboards, widgets, reports, and tools
• Make changes to existing guest surveys to capture relevant insights and feedback and deploy new surveys to gather data on specific aspects of the guest experience
• Help deploy new feedback channels to expand Hilton's reach and gather feedback from diverse sources
• Share recommendations with partners across the organization via presentations, written reports, and other means
• Prepare reports and presentations, independently or in collaboration with others

How you will collaborate with others:

• Collaborate with on-property and corporate team members to understand business needs and develop recommendations to enhance the VoC program
• Partner with colleagues to implement changes to the program/platform

What projects you will take ownership of:

• Guest survey lifecycle, from making changes to existing surveys to programming new surveys to meet evolving needs
• Enhancement implementation in the Voice of Customer platform

WHY YOU'LL BE A GREAT FIT

You have these minimum qualifications:

• Two (2) years of professional experience, in a project management, customer experience measurement, or analytics role(s)
• One (1) year experience utilizing and configuring guest experience management tools, such as Qualtrics or Medallia.

It would be useful if you have:

• Bachelors/Masters Degree in related field
• Experience in product management, specifically within the realm of Voice of Customer programs
• Experience in the hospitality industry
• Experience collaborating with business partners and understanding their needs
• Experience communicating complex technical concepts to a variety of audiences

WHAT IT IS LIKE WORKING FOR HILTON

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World’s Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton!

It is the policy of Hilton to employ qualified persons without regard to color, race, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and related medication conditions), gender identity or gender expression, sexual orientation, marital status, military service, status as a protected veteran, disability, protected medical condition as defined by applicable law, genetic information, or any other protected group status as defined by and subject to applicable federal, state and local laws. Hilton’s commitment to equal employment opportunity supports the attraction and retention of a diverse workforce that will enhance our effectiveness in attracting Team Members, customers, corporate partners, and owners.

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law.  Please contact us if you require an accommodation during the application process.