Senior Manager, Guest Voice & Survey Governance

CANDIDATE PROFILE  

Education and Experience Required 

• Five or more years of professional experience, demonstrating progressive career growth and a pattern of exceptional performance in research-related consulting or voice of the customer programs. 

• 4-year degree from an accredited university.  

• Extensive expertise with project management for complex programs with competing priorities and cross-functional stakeholders. 

• Demonstrated ability to conduct and engage in research with practical applications to business needs. 

• Experience working with vendors and managing day-to-day projects and workstreams. 

• Experience coordinating with IT/Data/Analytics teams and relationship-building 

• Proficiency in creating presentations and documenting workflows and decisions.  

Education and Experience Preferred 

• 4-year degree from an accredited university in a discipline with a rigorous emphasis on consumer research methods and statistics (e.g., psychometrics, consumer marketing research, operations research, economics, statistics, social psychology, consumer psychology). 

• Master’s or other advanced degree in a research-related discipline. 

• Hands-on experience with CX software platforms (Qualtrics, Medallia, etc.). 

• Experience with market research and/or VOC programs including managing long-term tracking studies.  

• Knowledge of statistics/sampling theory; experience with multivariate techniques. 

CORE WORK ACTIVITIES  

• Understand and translate requirements as communicated by stakeholders to design and enhance ongoing research and self-serve reporting for customer experience measurement. 

• Manage and monitor health of the program, including troubleshooting, quality control, and sample tracking. 

• Manage survey revisions, translations, testing, and reporting updates. 

• Lead day-to-day execution of project workstreams and issue resolution with vendors. 

• Update and maintain process documentation for the program.  

• Coordinate with Global Operations team on the requirements for property use of the Guest Voice program. 

• Partner with IT, Global Privacy, and CRM teams to stay compliant with IT security, privacy, and customer contact standards. 

• Partner with Data, Analytics, and IT teams on requirements for distribution of Guest Voice data in understandable and actionable formats

• Conduct meaningful analysis of Guest Voice and ad hoc add on surveys to address key business questions. 

• Collaborate with colleagues across the Enterprise Data, Analytics and AI (D&AI) organization to maintain a comprehensive and coordinated voice of what customer data is telling the business.  

• Consult on deliverables, scorecards, and other enterprise-wide insights using Guest Voice as a source. 

Delivering on the Needs of Key Stakeholders 

• Understands and meets the needs of key stakeholders. 

• Develops specific goals and plans to prioritize, organize, and accomplish work. 

• Determines priorities, schedules, plans and necessary resources to ensure completion of any projects on schedule. 

• Collaborates with internal partners and stakeholders to support business/initiative strategies. 

• Communicates concepts in a clear and persuasive manner that is easy to understand. 

• Generates and provides accurate and timely results in the form of reports, presentations, etc. 

• Demonstrates an understanding of business priorities. 

Additional Responsibilities  

• Provides information to supervisors and co-workers by telephone, in written form, e-mail, or in person in a timely manner. 

• Demonstrates self-confidence, energy, and enthusiasm. 

• Informs and/or updates leaders on relevant information in a timely manner. 

• Manages time effectively and conducts activities in an organized manner. 

• Presents ideas, expectations, and information in a concise, organized manner. 

• Uses problem solving methodology for decision making and follow up. 

• Performs other reasonable duties as assigned by manager.