***This role is based at our corporate office in Dallas, TX, or Remote***

This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As an Analyst Customer Excellence, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. On the Hilton Reservations and Customer Care (HRCC) team, you will report to the Director Customer Excellence. You will utilize several process and project management skills for multiple initiatives and business-as-usual activities, requiring use of process management tools, data collection, and analysis to enable new process rollouts, improvements, and innovations. It is critical to understand the contact center business and the ability to partner with teams across the organization to ensure HRCC processes are represented in business changes.

HOW WE WILL SUPPORT YOU

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 100 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities through every step of a Team Member’s career journey and at every level, both in our hotels and across corporate. Hilton’s leadership development framework focuses on developing skills and business insight through a range of programs and approaches to meet varying learning needs and preferences.

**Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

HOW YOU WILL MAKE AN IMPACT

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Use business process management skills to document swim lanes, RACI charts, control plans
• Conduct regular process reviews, root cause analysis exercises
• Create business controls, regular metrics reviews
• Use Data to inform on opportunities and enhancements, root cause analysis
• Spot opportunities for driving innovation

How you will collaborate with others:

• Interdepartmental collaboration within and outside of HRCC
• Identify project tasks and partner with the team to push to completion
• Facilitate process training for team members

What projects you will take ownership of:

• Document processes for new programs and project releases
• Pa