Position Overview
Sr. Analyst, Voice of Guest Insights
Sr. Analyst, VOG Insights
Location: Boston, MA (hybrid)
The primary responsibilities of this job include, but are not limited to:
Voice of Guest Analysis:Gather and analyze guest feedback from multiple sources (e.g., surveys, contact center data, online reviews) to identify trends, issues, and opportunities.Develop and maintain dashboards and reports that communicate key guest insights, operational performance, and satisfaction metrics to leadership and operational teams.Cross-Functional Collaboration:Partner with Operations and Guest Services teams to address critical guest pain points and recommend actionable solutions that drive guest satisfaction and operational efficiency.Collaborate with IT and data science teams to ensure seamless integration of VoG tools and technologies.Work with Marketing to assess the impact of promotional campaigns on guest sentiment and experience.Da...