Customer Experience Measurement Program Analyst | Contract, W2 | Chicago IL 70% Remote - Alpha Business Solutions
Chicago, IL 60606
About the Job
Our direct client a large multi-national American hotels chain is seeking to hire for the position of “Guest Experience Measurement Program Analyst” for a hybrid contract.
Job Title: Guest Experience Measurement Program Analyst
Location: Chicago IL 60606 (Hybrid 2-3 days/ week work from office)
Duration: 6 months plus
Pay rate: $55/HR-$61/HR on W2 (negotiable)
Purpose:
We are looking for a program analyst to help advance the “Guest experience management platform” Global Guest Experience Measurement program ongoing program operations and project efforts.
Position Responsibilities:
This position will conduct research and product enhancement efforts for the guest experience management platform program, reporting to the Portfolio Health – Guest Experience team. Client’s Guest experience management platform, utilizes solutions like Medallia to capture and deliver insights across the organization. Responsibilities include leading and executing tasks related to guest experience management platform research projects, product enhancements, and guest experience measurement initiatives. This role involves managing tasks and collaborating with vendor teams (e.g., Medallia) and client’s colleagues, participating in daily stand-up sessions, and integrating activities with the overall program team.
Research, insights, and analytics
Lead and execute project activities for guest experience management platform program and feature expansion.
Various project duties associated with ongoing ‘guest experience management platform’ project delivery:
Manage tasks and activities related to software platform enhancements on the Medallia platform in collaboration with development team
Experience And Qualifications:
Minimum Bachelor’s degree in computer science or equivalent.
Benefits:
We offer a competitive compensation package that includes:
Thank you,
Ashu
Job Title: Guest Experience Measurement Program Analyst
Location: Chicago IL 60606 (Hybrid 2-3 days/ week work from office)
Duration: 6 months plus
Pay rate: $55/HR-$61/HR on W2 (negotiable)
Purpose:
We are looking for a program analyst to help advance the “Guest experience management platform” Global Guest Experience Measurement program ongoing program operations and project efforts.
Position Responsibilities:
This position will conduct research and product enhancement efforts for the guest experience management platform program, reporting to the Portfolio Health – Guest Experience team. Client’s Guest experience management platform, utilizes solutions like Medallia to capture and deliver insights across the organization. Responsibilities include leading and executing tasks related to guest experience management platform research projects, product enhancements, and guest experience measurement initiatives. This role involves managing tasks and collaborating with vendor teams (e.g., Medallia) and client’s colleagues, participating in daily stand-up sessions, and integrating activities with the overall program team.
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 management platform’ program team and business partners
Lead and execute project activities for guest experience management 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 management platform’ platform
Various project duties associated with ongoing ‘guest experience management 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
- Demonstrate a commitment to client’s 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
Minimum Bachelor’s degree in computer science or equivalent.
Benefits:
We offer a competitive compensation package that includes:
- Medical for full time employees
- Dental, and Vision Insurance
- Life Insurance, Short-Term Disability, Long-Term Disability, etc.
Thank you,
Ashu
Source : Alpha Business Solutions