Traveler Experience Analyst
Hotel Engine, the world’s largest Lodging Performance Network, is a leader in travel technology with a demonstrated track record of growth and impact. Our foundations are strong, and we’ve navigated our rapid growth by bringing our customer obsession, innovative platform, data-driven problem-solving, and bias for action into every decision. By partnering with tens of thousands of businesses and government agencies and hundreds of thousands of hotels around the world, we have built a resilient and adaptable business model and 2022 will be our best year yet!
We are looking for a Traveler Experience Analyst to help our newly created Traveler Experience team gather and analyze feedback collected from our customers across a variety of touchpoints and deliver insights across the organization. This is a key role with executive-level visibility, and the right person for the job will be passionate about determining what matters most to our customers and working cross-functionally to ensure Hotel Engine is playing offense by preventing problems at key touchpoints in the customer journey.
Reporting to our Senior Manager of Traveler Experience, you will partner with nearly every department at Hotel Engine to tell the story of what our customers are experiencing and working cross-functionally to solve for weak points in their journey with Hotel Engine. This is a new role to the team and while we have the overarching goal of improving customer experience outlined, the right candidate will make this their own.
If you are passionate about travel, about working on both strategic project and hands-on implementation, and relate to our vision and DNA, please apply.
Although most of the team is based in Denver, the role can be remote for the right candidate.
Here's what you'll do:
- Research customer issues and define what matters most to our travelers
- Partner with teams centered in Operations, Member Support, Product and more to ensure your findings are understood and incorporated into plans for action
- Pilot new processes and measure the results against the status quo, then quickly prioritize successful pilots and implement permanent processes
- Quantify the value of customer satisfaction and help other teams link it to their operational metrics
Here's what we’re looking for:
- 2+ years of experience in technical, quantitative, strategy or product fields, with a focus on customer data
- You can blend quantitative analysis with qualitative inference to tell the story of the traveler experience
- Excellent communication skills both in written (memos, emails, decks) and verbal form
- Proven ability to lead projects to completion and collaborate seamlessly with others
- You have worked with surveying platforms like Qualtrics, Medallia, or others and can integrate customer satisfaction data with operational data from a variety of sources
- You are comfortable writing intermediate SQL without supervision and using Business Intelligence tools (Looker, Tableau, Periscope for instance) to retrieve data and build well-designed visualizations and dashboards
- You are a quick learner, able to operate effectively and with autonomy in a fast-paced environment with a high level of ambiguity, and can make assertive recommendations based on your findings
Cash Compensation:
- The target base for this role is $70,000 with an opportunity to earn variable compensation of up to 15% with an OTE of $77,000
Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than the day-to-day responsibilities. Hotel Engine is on Built in Colorado’s 2021 Best Places to Work list and provides each employee with the opportunity to take on new challenges that support their near and long-term goals in a high-growth, startup environment. We also give back and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:
- Competitive base salaries. Salary offers are based on the candidate's qualifications.
- Stock Options for all new hires
- Performance-driven commission opportunities for select roles
- Performance-driven equity awards
- Parental leave programs
- Generous time-off including open PTO, sick days and two paid volunteer days each year
- Insurance benefits including medical coverage, dental and vision offerings (with plans available at no cost to employees), as well as HSA/FSA, wellness, and disability offerings
- 401(k) plan with a match program