Guest Experience Analytics Lead

Colonial-Williamsburg-Foundation; Williamsburg (VA); Vor Ort; USD 85.000 - 120.000; Vollzeit

Zusammenfassung

Colonial Williamsburg Foundation in Williamsburg, VA seeks a Senior Analyst to lead guest experience measurement, dashboard development, and reporting for executives. The role coordinates surveys, feedback, and complaint workflows across hospitality and museum operations, ensuring data-driven insights and timely action.

You will manage a vendor relationship, design, and sustain dashboards, and deliver executive summaries tailored to diverse leadership audiences.

Qualifikationen

• Experience with dashboards and recurring performance reports for leadership.
• Experience managing a day-to-day vendor relationship for surveys and reporting.
• Experience handling complaint, case management, service recovery, or customer response workflows.

Aufgaben

• Manage the guest experience measurement program and current metrics.
• Manage the vendor relationship for surveys, research, and reporting.
• Coordinate survey design, sampling, distribution, and reporting methodology.
• Build, maintain, and update the Guest Experience Dashboard enterprise-wide.
• Prepare concise executive summaries and audience-specific reports.
• Coordinate guest complaint intake, routing, and resolution follow-up.
• Create end-to-end complaint journeys and improve processes.
• Ensure accessible, confidential, and accountable complaint handling.

Kenntnisse

Dashboard development

Data storytelling

Cross-functional collaboration

Ausbildung

University degree in Business Analytics

Tools

Power BI

Tableau

Jobbeschreibung

Colonial Williamsburg Foundation in Williamsburg, VA seeks a Senior Analyst to lead guest experience measurement, dashboard development, and reporting for executives. The role coordinates surveys, feedback, and complaint workflows across hospitality and museum operations, ensuring data-driven insights and timely action.

You will manage a vendor relationship, design, and sustain dashboards, and deliver executive summaries tailored to diverse leadership audiences.