Customer Insights Analyst

About the role

The Customer Insights Analyst will lead the Voice of the Customer strategy, building an infrastructure that delivers actionable insights across the customer journey. This fully remote position works with external technology vendors and internal stakeholders to improve owner and guest experiences.

Key responsibilities

• Manage day‑to‑day operations of the satisfaction survey program.
• Collaborate with external survey software vendors to enhance program efficiency.
• Interpret and apply survey insights for internal clients.
• Provide thought leadership on Voice of the Customer and Customer Experience.
• Develop and execute an action‑oriented feedback strategy across the journey.
• Create closed feedback loops to turn feedback into measurable improvements.
• Guide business units on Voice of the Customer initiatives.
• Identify opportunities for frictionless experiences for owners and guests.
• Partner with the Global Data Insights team to define and track key performance indicators.

Required profile

• Minimum 2 + years experience in market research, consumer surveys, marketing, brand strategy, analytics, or UX/CX.
• Bachelor’s degree in marketing, business administration, statistics, communication, psychology, sociology, or a related field.
• Proven ability to use Voice of the Customer data to drive recommendations and change.
• Knowledge of statistical methods and data‑analysis tools for trend and correlation analysis.
• Experience authoring survey instruments for market research or consumer insights.
• Strong communication skills for presenting abstract concepts to diverse audiences.

Required skills

• Qualtrics (or similar survey platform).
• Medallia (or similar survey platform).
• Statistical analysis tools and methods.