Company: Hilton Grand Vacations

Location: Orlando, FL

Expected salary:

Job date: Wed, 04 Jun 2025 07:29:19 GMT

Job description:

Job Title: Customer Experience Analyst

Job Description:

We are seeking a detail-oriented and innovative Customer Experience Analyst to join our Marketing team, responsible for assessing and optimizing customer and member experiential sentiment from the initial marketing tour through to the full operational experience within our club. The ideal candidate will leverage data-driven insights to enhance the overall journey, ensuring a seamless and enjoyable experience for all members and customers.

Key Responsibilities:

1. Sentiment Analysis:

   • Utilize qualitative and quantitative research methods to gauge customer and member sentiment at various touchpoints, particularly during the marketing tour and club experience.
   • Analyze feedback from surveys, social media, and direct customer interactions to identify trends and areas for improvement.

2. Data Collection and Interpretation:

   • Implement tools such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and other metrics to track experiential sentiment over time.
   • Collaborate with the analytics team to develop dashboards that visualize customer feedback and sentiment analysis results.

3. Marketing Tour Optimization:

   • Review and improve the marketing tour process based on customer feedback, ensuring it effectively showcases the club’s offerings and creates excitement.
   • Conduct focus groups or interviews with new visitors to further understand their perceptions and suggestions.

4. Experience Journey Mapping:

   • Create experience journey maps that highlight customer interactions from the marketing phase through to club engagement, identifying key touchpoints and potential pain points.
   • Work cross-functionally with marketing, operations, and member services to ensure a cohesive experience strategy.

5. Continuous Improvement:

   • Develop and implement strategies for enhancing customer and member engagement based on data findings.
   • Recommend actionable improvements to the club experience that align with customer expectations and desires.

6. Reporting and Communication:

   • Prepare regular reports on customer sentiment insights and present findings to stakeholders, including marketing, operations, and executive teams.
   • Foster a culture of customer centricity within the organization by sharing insights and best practices.

Required Skills and Qualifications:

• Bachelor’s degree in Marketing, Business, Psychology, or a related field.
• Proven experience in customer experience analysis, market research, or related roles.
• Strong analytical skills and proficiency in data interpretation and visualization tools.
• Excellent written and verbal communication skills.
• Ability to work collaboratively with cross-functional teams.
• Passion for enhancing customer experiences and a deep understanding of customer journey principles.

Tactics for Assessment:

• Surveys and Feedback Forms: Utilize pre-tour and post-experience surveys to capture customer sentiment and insights.
• Behavioral Analysis: Employ analytics software to track visitor behavior during tours and club experiences to identify patterns and areas for enhancement.
• Member Interviews: Conduct one-on-one interviews with existing members to gain deep qualitative insights into their experiences and suggestions for improvement.
• Social Listening: Monitor social media channels and customer reviews to capture real-time sentiment and address any concerns proactively.
• Usability Testing: Implement usability sessions where prospective members navigate through the marketing tour and club environment to identify friction points.

By harnessing these tactics and committing to continuous improvement, the Customer Experience Analyst will play a crucial role in driving member satisfaction and loyalty, ultimately optimizing the overall success of the club.