What are the responsibilities and job description for the Guest Experience Measurement Program Analyst @ Chicago IL position at NextRow Digital?
We are looking for a program analyst to help advance the "HySat" Global Guest Experience Measurement program ongoing program operations and project efforts.
POSITION RESPONSIBILITIES :
This position will conduct research and product enhancement efforts for the HySat program, reporting to the Portfolio Health Guest Experience team. HySat, guest experience management platform, utilizes solutions like Medallia to capture and deliver insights across the organization. Responsibilities include leading and executing tasks related to HySat research projects, product enhancements, and guest experience measurement initiatives. This role involves managing tasks and collaborating with vendor teams (e.g., Medallia) and Client 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 HySat program team and business partners
Lead and execute project activities for HySat 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 HySat platform
Various project duties associated with ongoing HySat 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 Client 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 :
- Bachelor's degree in computer science or equivalent.
