Guest Experience Analytics Lead

CW Talent

Williamsburg (VA)

On-site

USD 70,000 - 110,000

Full time

9 days ago

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Job summary

Colonial Williamsburg Foundation is seeking a data and analytics professional to lead our guest experience measurement program and enterprise dashboards. You will maintain KPIs such as satisfaction and NPS, manage surveys, and coordinate with vendors delivering data and insights across the organization in Williamsburg, VA.

Responsibilities include preparing executive summaries, designing service recovery metrics, and ensuring data quality and governance across systems while collaborating with

Qualifications

3+ years in guest experience measurement or hospitality analytics.
Experience with dashboards for leadership audiences.
Experience with surveys and satisfaction metrics (NPS).
Vendor management for data services.
Process mapping and service recovery workflows.
Knowledge of Power BI or Tableau; SQL preferred.

Responsibilities

Manage guest experience measurement program and KPIs.
Maintain a comprehensive Guest Experience Dashboard.
Coordinate survey design, sampling, and reporting methods.
Oversee vendor relationships and deliverables.
Prepare executive summaries for leadership.
Coordinate guest complaint intake and resolution tracking.
Collaborate across departments to improve data quality.
Ensure accessible and accountable complaint handling.

Skills

Guest experience measurement

Dashboard development

Power BI

Tableau

SQL

Education

Bachelor's degree in Business Analytics or related field

Tools

Power BI

Tableau

Survey platforms

CRM systems

Job description

Responsibilities include preparing executive summaries, designing service recovery metrics, and ensuring data quality and governance across systems while collaborating with

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