Marriott Vacations Worldwide
CustomerInsightsAnalyst
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“Customer Insights Analyst at Marriott Vacations Worldwide. Skills: Customer Insights, Voice of the Customer, Customer Experience, Data Analysis, Survey Programming. Deploying frameworks, insights, and measurements to enhance owner and guest experience. Working with outside technology vendors and suppliers to build infrastructure across the customer journey”
What You'll Achieve.
Enhance the experience of our owners and guests; Build out an infrastructure that allows for actionable, customer focused insights; Improve the effectiveness and efficiency of the program; Improve satisfaction
Industry & Context.
Use data to support recommendations and effect change; Analyze datasets and identify trends, patterns, and correlations in customer feedback; Identify and communicate ways to create more frictionless experiences
Occasional business travel to MVW offices (e.g., US, Mexico, Costa Rica, others)
What They're Looking For.
Must Have
Minimum 2+ years’ experience in market research, consumer surveys, marketing, brand, strategy, analytics, or UX/CX teams, Bachelor’s degree in marketing, business administration, statistics, communication, psychology, sociology, or another related field, Experience using data, especially Voice of the Customer data, to support recommendations and effect change, Knowledge of statistical methods and data analysis tools, Experience using survey platforms such as Qualtrics, Medallia, or similar for programming and deploying surveys, Experience authoring survey instruments for market research and/or consumer insights, Experience communicating abstract concepts for the purposes of gaining understanding and buy-in from across the organization, Must be a communicator, both written and spoken, Upper-Intermediate / Advanced level of English (B2/C1), Must be proficient in Excel, PowerPoint, and Word, Must be a collaborator, but also a motivated self-starter as an individual contributor
Nice to Have
Experience in the hospitality or timeshare industry a plus
What You'll Do.
and measurements to enhance owner and guest experience
Working with outside technology vendors and suppliers to build infrastructure across the customer journey
Facilitating meetings with leaders to identify improvement opportunities
and other functions to usher in Customer Experience technology
Managing day-to-day needs of the current satisfaction survey program
Interfacing with external survey software vendors
Helping internal clients interpret and apply insights from surveys
Establishing a strategy for action-oriented customer feedback engagement
closed feedback loops
Providing guidance and support for Voice of the Customer and Customer Experience programs
Identifying and communicating ways to create more frictionless experiences
Identifying and measuring key performance indicators across the customer journey
How You'll Work.
Team & Collaboration
Facilitate meetings with leaders from across the organization; Work across the business with various constituents; Work closely with the broader Global Data Insights team; Must be a collaborator
Communication Scope
Communicator, both written and spoken; In-depth verbal and written discussions with English speakers on a daily basis; Communicating abstract concepts for the purposes of gaining understanding and buy-in
Full Job Description
**_Job Summary_** The **Customer Insights Analyst** will be responsible for deploying the frameworks, insights, and measurements necessary to enhance the experience of our owners and guests (Voice of the Customer strategy). This role will work with outside technology vendors and suppliers to build out an infrastructure across the customer journey that allows for actionable, customer focused insights They will facilitate meetings with leaders from across the organization to help them identify improvement opportunities within their own areas of influence. This position will work with legal, IT security, procurement, and other functions to usher in the right suite of Customer Experience technology to support the organization Location: Fully remote; occasional business travel to MVW offices (e.g. US, Mexico, Costa Rica, others) **_Expected Contributions_** * Responsible for managing the day-to-day needs of the current satisfaction survey program * Interface with external survey software vendors to develop solutions necessary to improve the effectiveness and efficiency of the program * Work with internal clients to help them interpret and apply the insights uncovered from the various surveys * Provide thought leadership on the subject of Voice of the Customer and Customer Experience and find ways to build understanding and support throughout the organization * Work to establish a strategy for action-oriented customer feedback engagement throughout the Customer Journey * Help build new, closed feedback loops where customer feedback can be acted upon to improve satisfaction * Work across the business with various constituents to provide guidance and support for Voice of the Customer and Customer Experience programs * Identify and communicate ways to create more frictionless experiences for our owners and guests * Work closely with the broader Global Data Insights team to identify and measure key performance indicators across the customer journey * Readily critiques own beh
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