Guest Experience Data Analyst – Onsite in Williamsburg

Colonial Williamsburg; Williamsburg (VA); On-site; USD 70,000 - 95,000; Full time

Job summary

Colonial Williamsburg seeks a data-driven professional to lead guest experience measurement, dashboard development, and executive reporting. You will manage a cross-functional program, coordinate with measurement vendors, and design end-to-end complaint journeys that improve service quality across locations.

Responsibilities include maintaining metrics, designing surveys, and delivering concise executive summaries for senior leaders, while ensuring data quality and governance in a high-volume

Qualifications

• University degree in Business Analytics, Data Analytics, Hospitality Management, Tourism, Statistics, or related field preferred, or equivalent professional experience.
• Minimum 3 years of professional experience in business analysis, customer or guest experience measurement, market research, hospitality analytics, program evaluation, BI, or related field.
• Experience maintaining dashboards and recurring performance reports for operational and leadership audiences.
• Experience with customer, guest, visitor, or employee surveys and satisfaction measures such as NPS or comparable metrics.
• Vendor relationship management including deliverables, timelines, data quality, issue resolution, and follow-through.
• Handling complaint, case management, service recovery, or customer response workflows.

Responsibilities

• Manage guest experience measurement program day-to-day and maintain current measures such as satisfaction and NPS.
• Oversee vendor relationship with measurement services, data transfers, and issue resolution.
• Coordinate survey design, sampling, and reporting methodology while preserving trend comparability.
• Build and maintain the enterprise Guest Experience Performance Dashboard with cross-location views.
• Prepare executive summaries and audience-specific reports for leadership.
• Coordinate guest complaint intake, routing, and closure tracking.
• Design end-to-end complaint journeys and identify friction points for improvement.
• Apply accessible, confidential, and accountable complaint handling standards.
• Monitor service recovery records and ensure timely action and closure.
• Compile data from surveys, feedback, reviews, and other channels with consistent taxonomy.
• Analyze quantitative and qualitative data to identify patterns and inform priorities.
• Maintain data definitions, validation, and governance; handle sensitive information with discretion.
• Administer or support survey management, dashboards, and reporting tools.
• Collaborate with cross-functional teams to obtain information and support improvements.
• Prepare materials for reviews and maintain action logs with owners and due dates.
• Recommend practical improvements to measurement methods, dashboards, and workflows.

Skills

Guest experience measurement

Dashboard development

Data visualization

Power BI

Tableau

Vendor management

Survey design

Data governance

Executive reporting

Education

University degree in Business Analytics, Data Analytics, Hospitality Management, Tourism, Statistics, or related field

Tools

Power BI

Tableau

Survey platforms

CRM systems

Case management tools

Job description

Colonial Williamsburg seeks a data-driven professional to lead guest experience measurement, dashboard development, and executive reporting. You will manage a cross-functional program, coordinate with measurement vendors, and design end-to-end complaint journeys that improve service quality across locations.

Responsibilities include maintaining metrics, designing surveys, and delivering concise executive summaries for senior leaders, while ensuring data quality and governance in a high-volume