Job Overview:
As Manager Customer Excellence, you will be responsible for uncovering information to capture and improve the end-to-end contact center customer experience (CX). You will develop recommendations to encourage and drive customer-centric decisions across the business. In addition, you will have the opportunity to define, implement, and deliver high-impact research to understand our guests better.
What you’ll do:
- Maintain natural language processing (NLP) models to ensure they are up to date with the latest business objectives
- Conduct deep-dive evaluations to identify the root cause of friction points and operational inefficiencies to inform and prioritize work across Hilton Reservations and Customer Care (HRCC) and product teams
- Partner with the business and technology teams to drive projects forward, taking ownership and bringing project management skills to key CX initiatives
- Understand and implement process improvement opportunities resulting in operational efficiencies
- Synthesize guest feedback and business data to produce reports and practical insights for leadership and operations teams
What you’ll have:
- Independent problem-solver who will drive research to uncover trends
- Bachelor’s Degree
- A committed storyteller who can bring data to life and drive innovative solutions that will help HRCC deliver on our purpose
- Three (3) years of relevant experience in customer insights, voice of customer, or customer experience related role
- Outstanding skills in end-to-end management of the research process
- Capacity to handle various tasks and contending deadlines, prioritize, plan and negotiate around conflicts or challenges
- One (1) year of project management experience
- Ability to synthesize quantitative and qualitative information and present concise, easy-to-read findings to various partner teams
- Five (5) years of relevant experience in customer insights, voice of customer, or customer experience related role
- Strong understanding of customer data and methods for synthesis
- Expertise using data to develop compelling narratives and guide business leaders by recommending improvements to our customer journeys
- An innovative and intellectually curious mind, willing to challenge the status quo to improve continuously
- Self-starter, ability to work both independently and as part of a team
- Intermediate to advanced knowledge of at least one research or dashboard tools such as Qualtrics, Medallia, Clarabridge (XM Discover), MicroStrategy, or Tableau
- Three (3)+ years of experience in a contact center or hotel operations
- Strong Excel and PowerPoint skills
- A desire to partner across teams and organizational functions with diversity in skills and perspectives to arrive at an effective solution
- High School Diploma/GED