Customer Insights Manager

Aspen One renews the mind, body, and spirit with a portfolio that redefines luxury, adventure, and leisure. With world-class and innovative brands and businesses, including Aspen Skiing Company, Aspen Hospitality, and Aspen Ventures, Aspen One propels the expansion of the Aspen ethos globally.  

Whether it’s Aspen Skiing Company providing unforgettable experiences at the confluence of nature, culture, and recreation across its four legendary mountains—Aspen Mountain, Snowmass, Aspen Highlands, and Buttermilk; or Aspen Hospitality elevating guest experiences in unforgettable ways by developing, owning, and operating a growing set of luxury and upper-scale hotels, private clubs, and branded residential properties in prime locations under The Nell and Limelight brands; Aspen One is deeply committed to providing unparalleled service, creative programming, community engagement, and unique opportunities for exploration. The company’s commitment to innovation is central to its evolution, including Aspen Ventures' amplification of the Aspen brand globally through new business lines that embody its values and heritage such as Aspen Collection. For more information, visit www.aspen.com.  

Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the [email protected], aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains. 

Position Summary
The Customer Insights Manager leads the day-to-day operations of the Aspen One Customer Insights program, supporting all brands across the portfolio (Aspen Snowmass, The Little Nell, Limelight Hotels, and Aspen Collection). This role is responsible for managing guest feedback channels, analyzing data, and sharing actionable insights that improve the guest experience and drive retention. This position reports to the Retention Director.

The budgeted salary range for this position is $77,500 to 87,500.  Actual pay will be dependent on budget and experience; all our salaried roles are eligible for bonus.

Job Posting Deadline  
Applications for this position will be accepted until November 7, 2025. 

Essential Job Functions

• Oversee the daily operations of the guest feedback and survey program across Aspen One brands.
• Ensure consistent survey structure, question logic, and data integrity across all properties and business units.
• Partner with the Retention Director on strategic enhancements to the customer insights program.
• Produce weekly, monthly, quarterly, and seasonal reports summarizing guest satisfaction and NPS performance.
• Conduct cross-property and year-over-year analyses to identify strengths, opportunities, and emerging trends.
• Quantify the impact of guest satisfaction metrics on key business outcomes such as ADR, retention, and loyalty.
• Present insights and recommendations to department heads and leadership teams in a clear, actionable format.
• Work with business unit teams to improve response rates and feedback quality.
• Support training on survey administration, data interpretation, and use of dashboards.
• Partner with cross-functional teams (Operations, Marketing, Digital, and Revenue Management) to embed insights into business decisions.
• Support ad hoc analyses and special projects related to guest experience and retention.
• Other duties as assigned.

Education & Experience Requirements

• Bachelor’s degree in Marketing, Business, Hospitality, or related field preferred
• 3 years of experience in customer insights, guest satisfaction, or related analytics roles required

Knowledge, Skills & Abilities

• Proficiency with guest satisfaction platforms (Qualtrics preferred; Medallia or similar accepted).
• Strong analytical and data visualization skills; experience with Excel, Power BI, or Looker Studio a plus.
• Excellent communication skills, with the ability to synthesize data into clear narratives and recommendations.
• Detail-oriented, organized, and comfortable managing multiple projects simultaneously.
• Collaborative and proactive, with a passion for enhancing the guest experience.
• Maintain awareness of guest satisfaction trends, competitive benchmarks, and industry best practices.
• Identify opportunities to enhance feedback collection, reporting automation, and guest journey mapping.

Work Environment & Physical Demands  

• Ability to stand, type and sit at desk/computer for most of the work shift executing repetitive movements
• No adverse or hazardous conditions
• Not required, but preferred to be able to occasionally lift, push or pull 25 lbs. individually or with assistance

Job Benefits 
This position is classified as a regular full-time position eligible for the following benefits: 
Enrollment dates differ across the various programs.   

• Health, Dental and Vision Insurance Programs 
• Flexible Spending Account Programs 
• Life Insurance Programs 
• Paid Time Off Programs 
• Paid Leave Programs 
• 401(k) Savings Plan 
• Employee Ski Pass and Dependent Ski Passes  
• Other company perks 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. By accepting a position with Aspen One, Aspen Snowmass, Aspen Ventures or Aspen Hospitality you acknowledge that you are able to perform the essential functions of the job with or without reasonable accommodation.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. To request accommodation during the application and interviewing process, please contact Human Resources at 970-300-7700.         

This job description is designed to indicate the general nature and level of work. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this job. Duties and responsibilities may change at any time with or without notice.

Aspen One is an equal opportunity employer (Minority/Female/Disabled/Veteran). At Aspen One, inclusion, equity, and diversity are fundamental to fulfilling our vision of building a better workplace and better world. From our hiring practices through the entire employee experience, we embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to the workplace. We encourage diverse points of view which allows us to develop innovative solutions to the ever-evolving world of work. Aspen One strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront of helping us promote and sustain an inclusive workplace that works for all.

For an overview of Aspen One Company's benefits and other compensation visit www.aspensnowmass.com/employment/benefits-and-perks

Aspen One participates in E-Verify.

E-Verify & Right to Work Poster