[Hiring] Customer Insights Analyst @Marriott Vacations Worldwide

Role Description

The Customer Insights Analyst will be responsible for deploying the frameworks, insights, and measurements necessary to enhance the experience of our owners and guests (Voice of the Customer strategy). This role will work with outside technology vendors and suppliers to build out an infrastructure across the customer journey that allows for actionable, customer-focused insights.

• Facilitate meetings with leaders from across the organization to help identify improvement opportunities.
• Work with legal, IT security, procurement, and other functions to implement the right suite of Customer Experience technology.
• Manage the day-to-day needs of the current satisfaction survey program.
• Interface with external survey software vendors to develop solutions for program effectiveness and efficiency.
• Assist internal clients in interpreting and applying insights from various surveys.
• Provide thought leadership on Voice of the Customer and Customer Experience.
• Establish a strategy for action-oriented customer feedback engagement throughout the Customer Journey.
• Build new, closed feedback loops for customer feedback to improve satisfaction.
• Work across the business to provide guidance and support for Voice of the Customer and Customer Experience programs.
• Identify ways to create more frictionless experiences for owners and guests.
• Collaborate with the Global Data Insights team to identify and measure key performance indicators across the customer journey.
• Critique own behavior to acknowledge mistakes and improve future performance.

Qualifications

• Minimum 2+ years’ experience in market research, consumer surveys, marketing, brand, strategy, analytics, or UX/CX teams.
• Bachelor’s degree in marketing, business administration, statistics, communication, psychology, sociology, or another related field.
• Experience using data, especially Voice of the Customer data, to support recommendations and effect change.
• Knowledge of statistical methods and data analysis tools to analyze datasets and identify trends, patterns, and correlations in customer feedback.
• Experience using survey platforms such as Qualtrics, Medallia, or similar for programming and deploying surveys.
• Experience authoring survey instruments for market research and/or consumer insights.
• Experience communicating abstract concepts for gaining understanding and buy-in from across the organization.
• Strong communicator, both written and spoken.
• Upper-Intermediate / Advanced level of English (B2/C1).
• Proficient in Excel, PowerPoint, and Word.
• Strong collaborator and motivated self-starter as an individual contributor.
• Experience in the hospitality or timeshare industry a plus.

Company Description

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.