Senior Manager - Customer Experience, Resorts

At Holiday Inn Club Vacations, we believe in strengthening families. And we look for people who exhibit the courage, caring and creativity to help us become the most loved brand in family travel. We’re committed to growing our people, memberships, resorts and guest love. That’s why we need individuals who are passionate in life and bring those qualities to work every day. Do you instill confidence, trust and respect in those around you? Do you encourage success and build relationships? If so, we’re looking for you.

 

POSITION DESCRIPTION:

Reporting to the Senior Director of Customer Experience (CX), the Senior Manager of CX for Resorts will be responsible for being the “bridge” between resort operations’ CX initiatives and the corporate CX department. The primary goal of this role is to work hand-in-hand with resorts to improve CX metrics and drive our strategic mission of ‘Growing Guest Love’ across the portfolio.

This individual will work with varying levels of resort leadership to develop and deliver analysis and insights to improve resort performance. Analysis will include identifying areas of opportunity, hypothesizing the impact of potential improvements, helping leadership assess effective solutions, and tracking the measurement of improvement initiatives over time. With HICV’s focus on customer experience, the role will be front and center with resort, regional, and senior leadership; this individual should be comfortable creating, presenting, and advocating for meaningful change by effectively storytelling through data.

Though primarily an analytical role, this individual will also participate in the education and engagement of resort staff and leadership. As a champion for the Voice of the Customer at resorts, this role will help educate resort staff on the capture, meaning, and uses of VOC at HICV to inspire a passion for CX throughout the network. An ideal candidate will have a background in CX, proficiency in a Voice of Customer platform (Medallia, Qualtrics, etc), experience developing/delivering CX analysis, and not be afraid of working directly with staff on educational opportunities around CX.

The Snr Manager will also have a critical role working hands-on in the Medallia vendor relationship; their input will be incorporated when developing new capabilities across channels to ensure usability and trainability for resorts.

ESSENTIAL DUTIES AND TASKS:

• Analyze customer satisfaction data to extrapolate meaningful information to identify, prioritize, and target customer experience improvement opportunities at the resort, region, and portfolio level

• Drive efforts in building the 'case for change' - telling the story behind CX initiatives in an engaging way to demonstrate their value to key stakeholders (through the lens of the consumer)

• Develop, monitor, and report on quality and CX performance metrics that provide strong insight into the success of resort strategies and their execution from an operational perspective

• Contribute to effective problem-solving, root cause analysis, data capture, and knowledge transfer. Facilitate problem solving activities using defined methodologies
•  Partner with resort departments to identify learning needs that can: evolve customer experience excellence, prevent the recurrence of issues, and drive efficiencies through understanding the Medallia tool and CX data

EDUCATION and/or EXPERIENCE:

• A Bachelor's Degree or equivalent is required, Master's preferred with evidence of technical experience or equivalent relevant experience
• 3- 5 years of experience within a Voice of the Customer / CX program. Deep knowledge of the facets and operationalization of Customer Experience for customer-facing and non-customer facing groups
• Proficiency in a Voice of the Customer / CX platform required (e.g., Medallia, Qualtrics, Clarabridge, etc.) (Medallia preferred)

• Advanced qualitative, quantitative and analytical skills with ability to see patterns in data and tell stories with the findings through visualizations

• Excellent verbal, written, presentation, and interpersonal skills

• Experience executing CX Process innovation programs

• Proven ability to think strategically and provide cross-functional project leadership and support

• Technical understanding of survey operations and alternatives

• Must have excellent organizational and project management skills

CERTIFICATES, LICENSES, REGISTRATIONS:

• Working knowledge of one or more process improvement methodologies (Lean, Six Sigma, TQM, etc.)
• Power BI knowledge prefe