FLEX Director Guest Voice Operations

This is a temporary position.   

The Director, Guest Voice Operations leads the property-facing strategy, communication, and change management of the guestVoice Platform. This role will be the conduit to our 160k frontline operators/users, the continent teams, and franchise management companies. The Director will not only provide thought leadership on this critical business program, but also be able to collaborate with, coordinate, and influence the opinions of continent and operations leaders who leverage the program as a key data point for perspective to the Marriott customer experience. This role will help determine and set the policies and procedures of the guestVoice program to ensure properties are fulfilling Marriott’s customer promise.

 

The Director reports to the Senior Director who has responsibility for all VOC research programs, including guestVoice, Digital VOC, and other non-hotel research programs. The Director operates with considerable independence, developing strategies to deliver information and knowledge for action, while managing multiple competing priorities and stakeholders. 

 

CANDIDATE PROFILE 

 

Education and Experience Required 

• 8+ years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance.

Or

• 4-year degree from an accredited university, and 6+ years of relevant professional experience, demonstrating progressive career growth and a pattern of exceptional performance
• Demonstrated expertise in global customer experience management program strategy, implementation, and ongoing management to collect and action against customer feedback. 
• Experience translating customer and competitive information into brand/marketing and operations strategies.
• Hands-on experience with CX software platforms (Medallia, Qualtrics, etc.).
• Demonstrated ability to mentor and collaborate with team. 
• Strong project leadership and management skills with experience in executing projects from implementation to completion.
• Experience governing and structuring research programs to enforce guiding principles, coordinate across programs, and measure consistently.
• Experience developing enhancements and implementing POCs/Pilots to deploy new platform functionality and/or policy updates to end users, including refining product to meet end user and company business needs, identifying appropriate POC audience, educating users, gathering feedback and iterating, etc.
• Experience working with software vendors, IT, and privacy departments to build secure and compliant systems that may include personal information.
• Proficiency in creating presentations, documenting workflows and decisions, and managing cross-functional, complex projects.
• Experience presenting recommendations to senior level executives in a manner which impacts key strategy or investment decisions.

 

Education and Experience Preferred

• 4-year degree from an accredited university in a discipline with an emphasis on consumer research methods, psychology, process improvement, business administration, hotel and restaurant management, or related studies.
• Master’s or other advanced degree in a marketing, a research discipline, or business.

 

CORE WORK ACTIVITIES 

• Provides thought leadership and influence requirements for property facing impacts to the guestVoice program (Guest and Event Satisfaction programs), and related programs that exist to understand the on-property experience of Marriott’s customers. 

• Provides strategic thought leadership to identify platform enhancements leveraging feedback and relationships with operators.
• Directs and/or performs GSS and ESS program communications, by using appropriate channels to communicate, including overseeing any change management communications. Develops guestVoice platform communication for Corporate and Continent Executive leaders.
• Manages and monitors health of the program, including troubleshooting, quality control, sample tracking, access management and ad hoc end user support.
• Supports vendor evaluation that may be used to support the guestVoice program and advocate for property user functionality parity.
• Consults with /Informs the Performance Accountability team on the requirements for property use of the guestVoice program to ensure cohesive voice to property users regarding guestVoice platform and performance improvement techniques/trainings, etc., and develop and/or partner on implementing/updating training materials as appropriate. Ensures guestVoice policies and requirements are upheld and enforced as appropriate.
• Partners with IT, Global Privacy, and CRM teams to stay compliant with IT security, privacy, and customer contact standards.