OpEx and Guest Experience Analyst

Job Purpose or Objective(s): The Experience Analyst serves as a champion for the voice of the guest across the Choctaw Nation of Oklahoma, including tribal members, patients, associates, and external guests. This role supports experience and feedback initiatives by gathering, analyzing, and translating data into actionable insights that support continuous improvement, engagement, and data-driven decision-making across the organization.

Location: Durant

Schedule: Regular/Full-Time - 8am-4:30pm, Monday-Friday

Wage access is an option for this position.

Primary Tasks:

1. Administer the Medallia platform and manage enterprise survey, feedback, and research initiatives across departments and divisions.
2. Partner with leadership to develop surveys and feedback strategies that support organizational goals, process improvement, and experience enhancement initiatives.
3. Collect, analyze, and interpret quantitative and qualitative data to identify trends, risks, strengths, and opportunities impacting guest, associate, tribal member, patient, and participant experiences.
4. Translate findings into actionable recommendations that support operational effectiveness, continuous improvement, engagement, and data-driven decision-making.
5. Prepare and deliver executive-level reports, dashboards, presentations, quarterly reports, and annual summaries.
6. Collaborate with Marketing and Communications to support messaging, outreach, awareness, and engagement initiatives related to surveys and experience programs.
7. Develop and optimize communication and outreach strategies to improve participation and feedback collection among technical and non-technical stakeholders.
8. Support enterprise-wide improvement initiatives by tracking projects, monitoring outcomes, and assisting departments with implementation efforts.
9. Support the Choctaw Nation Language Initiative by promoting the use of the Choctaw language in guest interactions and recognizing associate participation.
10. Perform other duties as assigned.

• Bachelor’s degree in health care, hospitality management, or a business-related field or;
• And equivalent combination of education and experience in lieu of a degree
• Strong analytical skills and communication skills with the ability to interpret data, develop insights, and present information, to various audiences
• Demonstrated ability to manage projects, prioritize work, and maintain accuracy and attention to detail in a fast-paced environment
• Advanced knowledge of Microsoft Excel, PowerPoint, and World, along with working knowledge of Microsoft Planner and project tracking processes
• Knowledge of survey methodologies, reporting structures, rating scales, question logic, data interpretation practices, and project management principles
• Three (3) years of experience in survey administration, analytics, reporting, projecting coordination, or a related field
   

Primary Tasks:

1. Administer the Medallia platform and manage enterprise survey, feedback, and research initiatives across departments and divisions.
2. Partner with leadership to develop surveys and feedback strategies that support organizational goals, process improvement, and experience enhancement initiatives.
3. Collect, analyze, and interpret quantitative and qualitative data to identify trends, risks, strengths, and opportunities impacting guest, associate, tribal member, patient, and participant experiences.
4. Translate findings into actionable recommendations that support operational effectiveness, continuous improvement, engagement, and data-driven decision-making.
5. Prepare and deliver executive-level reports, dashboards, presentations, quarterly reports, and annual summaries.
6. Collaborate with Marketing and Communications to support messaging, outreach, awareness, and engagement initiatives related to surveys and experience programs.
7. Develop and optimize communication and outreach strategies to improve participation and feedback collection among technical and non-technical stakeholders.
8. Support enterprise-wide improvement initiatives by tracking projects, monitoring outcomes, and assisting departments with implementation efforts.