Guest Experience Insights Analyst

Colonial Williamsburg Foundation; Williamsburg (VA); On-site; USD 80,000 - 110,000; Full time

Job summary

Colonial Williamsburg Foundation in Williamsburg, VA seeks a seasoned data analytics professional to lead guest experience measurement and reporting. You will manage surveys, build enterprise dashboards, and produce executive summaries for leadership.

Candidate will coordinate vendor relationships, oversee complaint intake and service recovery workflows, and ensure data quality and governance across departments, on-site at the historic Williamsburg campus.

Qualifications

• Minimum 3 years of professional experience in guest experience measurement or related analytics.
• Experience maintaining dashboards and recurring performance reports for leadership.
• Experience with surveys, satisfaction metrics (NPS) or similar.
• Ability to work across departments and with external vendors.

Responsibilities

• Oversee guest experience measurement program and current KPI definitions.
• Manage vendor relationships for surveys, reporting, and data quality.
• Design survey methodology, ensure trend comparability, and monitor response bias.
• Build and maintain the Guest Experience Performance Dashboard enterprise-wide.
• Prepare executive summaries and audience-specific reports for leadership.
• Coordinate guest complaint intake, routing, and resolution tracking.
• Map and improve complaint journeys and service recovery workflows.
• Ensure data quality, governance, and cross-functional collaboration.

Skills

Guest experience measurement

Dashboard development

Data storytelling

Vendor management

Survey administration

Education

Bachelor's degree or higher in Business Analytics/related field

Tools

Power BI

Tableau

CRM systems

Survey platforms

SQL

Job description

Colonial Williamsburg Foundation in Williamsburg, VA seeks a seasoned data analytics professional to lead guest experience measurement and reporting. You will manage surveys, build enterprise dashboards, and produce executive summaries for leadership.

Candidate will coordinate vendor relationships, oversee complaint intake and service recovery workflows, and ensure data quality and governance across departments, on-site at the historic Williamsburg campus.