What are the responsibilities and job description for the Guest Experience Measurement Program Analyst position at Apex Systems?
Job Details
Job#: 2060991
Job Description:
PURPOSE:
We are looking for a program analyst to help advance the Global Guest Experience Measurement program ongoing program operations and project efforts.
POSITION RESPONSIBILITIES:
This position will conduct research and product enhancement efforts for this program, reporting to the Portfolio Health - Guest Experience team. The guest experience management platform, utilizes solutions like Medallia to capture and deliver insights across the organization. Responsibilities include leading and executing tasks related to research projects, product enhancements, and guest experience measurement initiatives. This role involves managing tasks and collaborating with vendor teams (e.g., Medallia) and colleagues, participating in daily stand-up sessions, and integrating activities with the overall program team.
Research, insights, and analytics
o Lead the design of research projects aligned with experience improvement initiatives
o Develop mechanisms to collect data and/or integrate with data sources
o Combine disparate data sets, perform statistical analysis, and package insights & findings
o Present research findings to program team and business partners
Lead and execute project activities for program and feature expansion
o Design, test, and analyze the performance of new feedback channels and approaches
o Scale, expand, and optimize procedures for existing feedback programs
o Assess and refresh existing survey channels (post-stay, contact center, meeting planner)
o Design and implement closed-loop processes to act on insights & feedback; design product capabilities for building on platform
Various project duties associated with ongoing project delivery:
o Create project schedules and align cross-functional resources
o Prepare meeting materials (often PowerPoint presentations)
o Scheduling meetings, take notes, assign follow-up actions
Manage tasks and activities related to software platform enhancements on the Medallia platform in collaboration with development team
o Implement dashboard and reporting changes
o Set up and manage data extracts
o Document requirements and product feature design
Demonstrate a commitment to Company core values
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary
EXPERIENCE AND QUALIFICATIONS:
3 years of experience in applied research, customer experience, or employee experience
2 years of management, customer experience, and technology implementation or optimization experience
Experience with statistical modeling software, preferably SPSS
Experience using customer experience software, preferably Medallia
Proven analytical ability and critical thinking skills, comfort with excel-based modeling
Understand the hotel business or other related business categories and apply strategy new program enhancements
Experience developing and executing large-scale programs and/or product rollout
Creative/innovative approach to problem solving
History of delivering results and implementing change
Proven ability to collaborate across a highly matrixed organization
EDUCATION:
Minimum Bachelor's degree in computer science or equivalent.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Job Description:
PURPOSE:
We are looking for a program analyst to help advance the Global Guest Experience Measurement program ongoing program operations and project efforts.
POSITION RESPONSIBILITIES:
This position will conduct research and product enhancement efforts for this program, reporting to the Portfolio Health - Guest Experience team. The guest experience management platform, utilizes solutions like Medallia to capture and deliver insights across the organization. Responsibilities include leading and executing tasks related to research projects, product enhancements, and guest experience measurement initiatives. This role involves managing tasks and collaborating with vendor teams (e.g., Medallia) and colleagues, participating in daily stand-up sessions, and integrating activities with the overall program team.
Research, insights, and analytics
o Lead the design of research projects aligned with experience improvement initiatives
o Develop mechanisms to collect data and/or integrate with data sources
o Combine disparate data sets, perform statistical analysis, and package insights & findings
o Present research findings to program team and business partners
Lead and execute project activities for program and feature expansion
o Design, test, and analyze the performance of new feedback channels and approaches
o Scale, expand, and optimize procedures for existing feedback programs
o Assess and refresh existing survey channels (post-stay, contact center, meeting planner)
o Design and implement closed-loop processes to act on insights & feedback; design product capabilities for building on platform
Various project duties associated with ongoing project delivery:
o Create project schedules and align cross-functional resources
o Prepare meeting materials (often PowerPoint presentations)
o Scheduling meetings, take notes, assign follow-up actions
Manage tasks and activities related to software platform enhancements on the Medallia platform in collaboration with development team
o Implement dashboard and reporting changes
o Set up and manage data extracts
o Document requirements and product feature design
Demonstrate a commitment to Company core values
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary
EXPERIENCE AND QUALIFICATIONS:
3 years of experience in applied research, customer experience, or employee experience
2 years of management, customer experience, and technology implementation or optimization experience
Experience with statistical modeling software, preferably SPSS
Experience using customer experience software, preferably Medallia
Proven analytical ability and critical thinking skills, comfort with excel-based modeling
Understand the hotel business or other related business categories and apply strategy new program enhancements
Experience developing and executing large-scale programs and/or product rollout
Creative/innovative approach to problem solving
History of delivering results and implementing change
Proven ability to collaborate across a highly matrixed organization
EDUCATION:
Minimum Bachelor's degree in computer science or equivalent.
EEO Employer
Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at or
Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
