Careers at Hilton – Senior Analyst

Website Hilton

Job Description:

As a Senior Analyst on the Customer Insights (CI) team, you will conduct analyses that bring the voice of the customer to the forefront of enterprise decisions and support the management of Hilton’s Voice of the Customer (VoC) platform.

Job Responsibilities:

  • Conduct analysis of Hilton customer experience and sentiment across touchpoints, including proprietary surveys, call centers, social media, and online reviews
  • Share findings and recommendations with partners across the organization
  • Build and deliver reports on customer experience and sentiment KPIs, including target setting and performance measurement
  • Conduct ad hoc analysis on customer feedback and sentiment, including performance trends, drivers analysis, forecasting, and initiative measurement
  • Assist in building and become an expert user of Hilton’s centralized VoC platform, combining structured and unstructured data from all customer feedback channels

Job Requirements:

  • Experience conducting text analytics and using natural language processing techniques
  • Two (2) years of experience in data analytics
  • Curiosity: a love for learning and extraordinary analytic and quantitative skill
  • Problem-solving: an ability to resolve issues effectively and creatively while maintaining a high level of flexibility, professionalism, and integrity
  • Strong proficiency with Microsoft Excel
  • Accountability: a drive to take ownership of projects, results, and recommendations
  • Three (3) years of professional work experience
  • Experience with customer feedback and sentiment tools such as Clarabridge, Qualtrics, or Medallia
  • One (1) year of experience analyzing customer feedback and sentiment, using structured and unstructured data
  • Collaboration: The ability to build consensus, develop relationships, and demonstrate diplomacy with high-level executives and partners
  • Coaching: a strong passion for team member development and culture building
  • Bachelor’s degree in a related field

Job Details:

Company: Hilton

Vacancy Type: Full Time

Job Location: McLean, VA, US

Application Deadline: N/A

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