Customer Insights Analyst

About the role

The Customer Insights Analyst will lead the Voice of the Customer strategy, building the infrastructure and processes needed to capture actionable feedback across the entire customer journey. Working remotely, you will partner with external vendors, internal stakeholders, and cross‑functional teams to turn data into meaningful improvements for owners and guests.

Key responsibilities

• Manage day‑to‑day operations of the current satisfaction survey program.
• Collaborate with external survey software vendors to enhance program efficiency and effectiveness.
• Interpret and communicate insights to internal clients, helping them apply findings to drive improvement.
• Provide thought leadership on Voice of the Customer and Customer Experience, fostering organization‑wide understanding.
• Develop and execute a strategy for action‑oriented feedback throughout the customer journey.
• Create closed feedback loops that enable rapid response to customer input.
• Partner with the Global Data Insights team to define and track key performance indicators.
• Identify opportunities to reduce friction for owners and guests across all touchpoints.

Required profile

• Minimum 2 + years of experience in market research, consumer surveys, marketing, brand strategy, analytics, or UX/CX focused on customer needs.
• 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 influence recommendations and drive change.
• Strong knowledge of statistical methods and data analysis techniques.

Required skills

• Experience with survey platforms such as Qualtrics, Medallia, or similar tools.
• Ability to author and program survey instruments for market research.
• Proficiency in statistical analysis and data analysis tools.