Job Summary
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
They will facilitate meetings with leaders from across the organization to help them identify improvement opportunities within their own areas of influence. This position will work with legal, IT security, procurement, and other functions to usher in the right suite of Customer Experience technology to support the organization
Location: Fully remote; occasional business travel to MVW offices (e.g. US, Mexico, Costa Rica, others)
Expected Contributions
- Responsible for managing the day-to-day needs of the current satisfaction survey program
- Interface with external survey software vendors to develop solutions necessary to improve the effectiveness and efficiency of the program
- Work with internal clients to help them interpret and apply the insights uncovered from the various surveys
- Provide thought leadership on the subject of Voice of the Customer and Customer Experience and find ways to build understanding and support throughout the organization
- Work to establish a strategy for action-oriented customer feedback engagement throughout the Customer Journey
- Help build new, closed feedback loops where customer feedback can be acted upon to improve satisfaction
- Work across the business with various constituents to provide guidance and support for Voice of the Customer and Customer Experience programs
- Identify and communicate ways to create more frictionless experiences for our owners and guests
- Work closely with the broader Global Data Insights team to identify and measure key performance indicators across the customer journey
- Readily critiques own behavior to acknowledge mistakes and improve future performance and acts independently to improve and increase skills and knowledge
Candidate Profile
- Minimum 2+ years’ experience in market research, consumer surveys, marketing, brand, strategy, analytics, or UX/CX teams that were focused on identifying the needs of the customer and recommending action to fulfill those needs
- 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 the purposes of gaining understanding and buy-in from across the organization
- Must be a strong communicator, both written and spoken
- Upper-Intermediate / Advanced level of English (B2/C1). You will be expected to have in-depth verbal and written discussions with English speakers on a daily basis
- Must be proficient in Excel, PowerPoint, and Word
- Must be a strong collaborator, but also a motivated self-starter as an individual contributor
- Experience in the hospitality or timeshare industry a plus
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.