What are the responsibilities and job description for the Customer Experience Data Analyst position at MMD Services?
This position will conduct research and product enhancement efforts for the Guest Experience Measurement Platform program, reporting to the Portfolio Health – Guest Experience team. Guest Experience Measurement Platform, utilizes solutions like Medallia to capture and deliver insights across the organization. Responsibilities include leading and executing tasks related to Guest Experience Measurement Platform research projects, product enhancements, and guest experience measurement initiatives. This role involves managing tasks and collaborating with vendor teams participating in daily stand-up sessions, and integrating activities with the overall program team.
POSITION RESPONSIBILITIES :
- Research, insights, and analytics
- Lead the design of research projects aligned with experience improvement initiatives
- Develop mechanisms to collect data and / or integrate with data sources
- Combine disparate data sets, perform statistical analysis, and package insights & findings
- Present research findings to Guest Experience Measurement Platform program team and business partners
- Lead and execute project activities for Guest Experience Measurement Platform program and feature expansion
- Design, test, and analyze the performance of new feedback channels and approaches
- Scale, expand, and optimize procedures for existing feedback programs
- Assess and refresh existing survey channels (post-stay, contact center, meeting planner)
- Design and implement closed-loop processes to act on insights & feedback; design product capabilities for building on Guest Experience Measurement Platform platform
- Various project duties associated with ongoing Guest Experience Measurement Platform project delivery
- Create project schedules and align cross-functional resources
- Prepare meeting materials (often PowerPoint presentations)
- 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
- Implement dashboard and reporting changes
- Set up and manage data extracts
- Document requirements and product feature design
- 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 :
EDUCATION :
