Consumer Insights Analyst-H

The Consumer Insights Analyst is responsible for analyzing guest experience feedback to drive enhancements across Streamsong Resort. This role focuses primarily on tracking and interpreting guest trends through Medallia reviews and scores, social media insights, and other relevant survey sources like Guest View and Meeting Scope. It will also use other consumer data to identify opportunities for improvement of revenue generation and operational efficiencies. Reporting directly to the Director of Rooms Operations, the Consumer Insights Analyst collaborates closely with other department heads, ensuring a cohesive approach to improving guest satisfaction scores.

Essential Functions:

• Analyze guest feedback from Medallia, Guest View, Meeting Scope, and social media channels to identify patterns and areas for improvement in the guest experience.
• Track Medallia review scores and collaborate with the Director of Rooms to implement strategies that improve guest satisfaction.
• Stay informed on hospitality industry trends and best practices in guest satisfaction and relations.
• Responsible for collecting, analyzing, and interpreting consumer data to support Streamsong’s strategic decisions.
• Play a key part in collaborating with leadership to understand guest behaviors and marketing strategies to drive business growth.
• Assist in designing and implementing consumer insight projects aligned with organizational goals.
• Coordinate with internal teams to ensure that project timelines and objectives are met.
• Assist to maintain databases and reporting systems to ensure data accuracy and accessibility.
• Monitor guest feedback channels and regularly report insights to stakeholders, identifying areas of strength and improvement.
• Work with customer service and front-line teams to implement and track the impact of recommended changes.

Non-Essential Functions:

• Maintain and organize files according to the Record Retention policy.
• Prepare special reports or assist with projects as requested by management.
• Attend all required meetings and maintain familiarity with all Resort policy and procedures.
• Build and maintain professional relationships with Leaders, team members and guests.
• Keep the work area organized and ensure adherence to cleanliness and safety standards.
• Perform other duties as assigned by management.

Non-Essential Functions:

• Flexibility in job functions as position will change and evolve as we develop it.
• Collaborate with Home Office Team Members on data collection, findings, reports, etc.

Knowledge and Skills:

      Education:

• High School Diploma required
• Bachelor’s degree in hospitality, Marketing, Analytics, or related major a plus.

      Experience:

• Proven experience in a similar and/or comparable role, preferably in the hospitality industry.
• Knowledge of survey methodologies and basic statistical concepts.
• Strong customer service orientation and passion for understanding guest behavior

      Skills and Abilities:

• Strong analytical skills with experience in interpreting data and identifying actionable insights.
• Proficiency in Microsoft Office Suite; familiarity with Medallia or similar feedback platforms is preferred.
• Excellent communication skills, with an ability to collaborate across departments and maintain a guest-focused approach.
• Attention to detail, high professionalism, and strong organizational skills.
• Proficiency in data analysis tools (Excel, SQL, or similar); experience with SPSS, R, or similar statistical software is a plus.
• Ability to translate complex data into clear, actionable insights.
• Familiarity with CRM software (such as Salesforce) and social listening platforms.
• Excellent organizational skills and attention to detail.
• Self-Motivated, Ability to work independently, as well as part of a cross-functional team.