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Customer Experience Analyst

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Customer Experience Analyst

  • 2F-1 Business Center 9, Philexcel Business Park, Clark Freeport Zone, Pampanga, Philippines, 2023
  • Full Time
  • Wyndham Destinations

Put the World on Vacation

 

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

  • Display a Count On Me! service to all internal and external parties.
  • Show integrity in all aspects of the position by doing the right thing, taking ownership and responsibility and delivering on the promise.
  • Extracting data from various systems and transforming the data to deliver meaningful and well presented information to the business as well as provide key business insights to management through insights and analysis.
  • Develop actionable insights for the Customer Delivery and Customer Care teams.
  • In collabaratiopn with the Customer Experience Systems Specialist to design, maintain and produce weekly, monthly and yearly dashboards and key performance reporting that will be used throughout the organisation for planning, performance and process improvements.
  • Conduct customer research and develop deep dive ad-hoc reports to analyse data and special requests by departments, in particular to drive A/B testing and analysis to support initiatives.
  • Gather and maintain data history and proactively identify key trends. Provide commentary on trends, areas of opportunity and key leanings.
  • Perform statistical analysis, data mining, visualisation and graphing, and development of new methods of reporting, data modelling and framework.
  • Produce customer journey maps for all aspects of the Customer Journey based on actual data and insights.
  • Display innovation through seeking and influencing others, creating and improving processes and products.
  • Display leadership values by ensuring effective communication and respecting your peers and managers.  Support others within the team and empower each other wherever possible.
  • Employees must ensure they comply with WVRAP’s OH&S Policy, procedures and any reasonable instruction given by WVRAP.
  • Employees must not wilfully place at risk the health and safety of themselves or any other persons in the workplace and to not wilfully or recklessly interfere with or misuse anything provided for health and safety

KEY POSITION CRITERIA:

  • Well developed interpersonal skills, proactive, curious, passionate and hungry for data
  • A blend of analytical, logical and conceptual mind with a keen eye for detail and exceptional problem solving skills
  • Excellent communication skills, both verbal and written
  • Ability to work in an autonomous role, multitask and meet tight deadlines (good time management is a must!)
  • A strong team player, professional and responsive to customer needs with a passion for delivering good quality of work
  • Proven ability to translate data into key high level insights for executive stakeholders, as well as interpret technical information to non-technical audience
  • Proven extensive experience in a reporting and data analysis role, including but not limited to root cause analysis, statistical trends, data visualisation, and summarise business insights
  • Exceptional proficiency in Microsoft Office applications, primarily Microsoft Excel (formulas, pivot table, VBA) and PowerPoint

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.

Job Requisition: R-25583

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