Cloud Solutions Analytics Manager – Data, Ai & Client Leadership

PwC; Chiapas; Remote; MXN 400,000 - 700,000; Full time

Job summary

PwC is seeking a highly skilled Consultant for Guest Experience in Hospitality (Remote) to advise hotels and resorts on elevating guest satisfaction and loyalty. This remote, contract-based role requires analyzing customer journeys, identifying pain points, and delivering strategic recommendations for service improvements.

The ideal candidate has deep knowledge of the guest experience lifecycle, excellent analytical abilities, and can communicate complex strategies to diverse stakeholders while

Qualifications

• Bachelor's degree in Hospitality Management, Marketing, or Business or related field.
• Minimum 5 years in customer experience within hospitality.
• Proven ability to analyze data and translate insights into actionable strategies.
• Remote work experience and project management skills.
• Knowledge of hotel operations (front desk, F&B, housekeeping).

Responsibilities

• Audit guest service processes across hotels and resorts.
• Analyze guest feedback data to identify trends.
• Develop personalized strategies to boost satisfaction and loyalty.
• Advise on service standards and staff training.
• Prepare reports and present findings to clients.
• Facilitate remote workshops and virtual trainings.
• Benchmark client performance against industry leaders.

Skills

Customer experience

Data analysis

Remote work

Education

Bachelor's degree in Hospitality Management or related

Tools

Data analysis tools

Presentation software

Job description

Our client, a leading consultancy firm specializing in the hospitality sector, is seeking a highly skilled and insightful Consultor de Experiencia del Cliente en Hotelería (Remoto)to advise hotels and resorts on enhancing guest satisfaction and loyalty. This is a fully remote, contract-based position where you will leverage your expertise to analyze customer journeys, identify pain points, and develop strategic recommendations for service improvement. The ideal candidate possesses a deep understanding of the guest experience lifecycle, exceptional analytical skills, and the ability to communicate complex strategies effectively to diverse stakeholders. You will play a crucial role in helping clients elevate their service standards and differentiate themselves in a competitive market, all from your remote workspace.

About the Role

Our client, a leading consultancy firm specializing in the hospitality sector, is seeking a highly skilled and insightful Consultor de Experiencia del Cliente en Hotelería (Remoto)to advise hotels and resorts on enhancing guest satisfaction and loyalty. This is a fully remote, contract-based position where you will leverage your expertise to analyze customer journeys, identify pain points, and develop strategic recommendations for service improvement. The ideal candidate possesses a deep understanding of the guest experience lifecycle, exceptional analytical skills, and the ability to communicate complex strategies effectively to diverse stakeholders. You will play a crucial role in helping clients elevate their service standards and differentiate themselves in a competitive market, all from your remote workspace.

Key Responsibilities

• Conduct comprehensive audits of customer service processes and guest touchpoints within hotels and resorts.
• Analyze guest feedback data (surveys, reviews, social media) to identify trends and areas for improvement.
• Develop personalized strategies and action plans for clients to enhance guest satisfaction, loyalty, and retention.
• Advise on service standards, staff training programs, and operational enhancements to optimize the guest experience.
• Collaborate with client teams to implement recommended changes and monitor their effectiveness.
• Prepare detailed reports and presentations outlining findings and strategic recommendations.
• Stay abreast of the latest trends and best practices in customer experience management within the hospitality industry.
• Provide expert guidance on technology solutions that can improve guest interactions.
• Facilitate virtual workshops and training sessions for client staff on customer service excellence.
• Evaluate the competitive landscape and benchmark client performance against industry leaders.

Requirements

• Bachelor's degree in Hospitality Management, Marketing, Business, or a related field.
• Minimum of 5 years of experience in customer experience management, guest relations, or a related role within the hospitality industry.
• Proven ability to analyze customer data and translate insights into actionable strategies.
• Strong understanding of the guest journey in hotels and resorts.
• Excellent analytical, problem-solving, and critical thinking skills.
• Outstanding written and verbal communication skills, with strong presentation abilities.
• Proficiency in data analysis tools and presentation software.
• Experience working remotely and managing projects independently is essential.
• Knowledge of various hotel operational areas (front desk, F&B, housekeeping).