Revenue Hub

Digital Voice of Customer Analyst

Marriott
Tallahassee, Florida, United States
10 days ago

Description

**Job Number** 22129157**Job Category** Sales & Marketing**Location** Marriott International HQ, 7750 Wisconsin Avenue, Bethesda, Maryland, United States**Schedule** Full-Time**Located Remotely?** Y**Relocation?** N**Position Type** Management? **JOB SUMMARY**The Digital Voice of Customer (VOC) Analyst specializes in the areas of customer experience research utilizing session replay and reporting technology to identify and oversee the resolution of customer issues. The Digital VOC Analyst will proactively identify patterns and customer pain points as well as provide insights to develop customer experience improvements for the Digital organization.This position will also be a point of escalation for investigating customer pain points on Marriott.com and the mobile app. In addition, this role will contribute to the development of training and Knowledge Management related articles for the Customer Engagement Centers (CEC) and the Digital organization. Candidates should be adept at creating compelling presentations to communicate key findings and recommendations, and influence cross-functional stakeholders and senior management. The Digital VOC Analyst reports to the Director, VOC & Design Standards as part of the Digital Product Compliance team.A Digital Voice of Customer Analyst has the following responsibilities:+ Exhibits expertise about the domain being represented (Marriott.com/mobile app)+ Reviews customer feedback on an ongoing basis+ Analyzes sessions to help clarify issues reported and steps to reproduce, including reviewing request/response xmls for specific data passed from the client and errors found in the response+ Creates reports on a defined set of user actions in Digital Customer Experience Platform to help determine prevalence and impact of reported issues (customers affected, revenue lost, etc)+ Proactively analyzes alerts and other tools in Digital Customer Platform to discover issues and friction points in the digital experience not necessarily reported by customers+ Builds and analyzes customer journey mapping reports to find issues within the context of the customer s journey across channels (web, app, etc.)+ Shares customer feedback with the Digital organization in effort to improve overall digital customer experience+ Regularly present VOC team results at team and department meetings+ Opens issues in Service Now or JIRA to send issues to backend teams for analysis and resolution+ Provides direction for coaching CEC associates regarding customer response etiquette+ Liaison between CEC and Digital organization+ Liaison with Glassbox Customer Success and Business Insights teams on Marriott s behalf and with company benefit in mind+ Possesses awareness of business practices to represent CEC within customer advocacy discussions**CANDIDATE PROFILE****Education and Experience**+ **4-year degree from an accredited university in Business Administration, Hotel and Restaurant Management OR high school diploma or GED and 4 years experience digital marketing, SEO content management, or similar work function**+ Minimum of 2 years Internet experience focusing on digital customer experiences+ Strong understanding of issues that affect the customer experience online**CORE WORK ACTIVITIES & EXPECTED CONTRIBUTIONS**+ Demonstrates an awareness of personal strengths and areas for improvement and acts independently to improve and increase skills and knowledge+ Analyzes errors captured by diagnostic tools, (e.g., Glassbox, to uncover root cause)+ Use digital diagnostic tools to discover new, unreported issues and pain points+ Opens issues in JIRA to escalate anomalies for immediate analysis and resolution of root cause. Acts as an advocate of the customer.+ Tracks Service Now/JIRA issues to respond to requests for additional details and verification of issues/fixes+ Tracks complaints both pre and post resolution of issues+ Develops and maintains reporting on top issues+ Manages escalations+ Manages escalated customer feedback/responds to customers when appropriate+ Liaison between CEC and Digital/IT+ Provides customer feedback to Digital management for review+ Acts as a product SME+ Digital Voice of Customer Platform (currently Glassbox)+ Develops best practices+ Assists with training (digital and CEC)+ Manages escalations+ Assists more senior associates in achieving business results by:+ Identifying opportunities to enhance the effectiveness of business processes+ Developing and providing training and technical guidance to less senior staff, and serving as a point-of-contact for problem resolution**Tools and Vendors**+ Maintains strong working knowledge of all Marriott internal platforms and systems, including MARSHA, CRIS, Peoplesoft, OSCAR, Empower, Service Now, Jira, Confluence, etc.+ Assists in training on tactical processes and best practices to fellow analysts and Digital team related to use of Digital Customer Experience Platform+ Provides training and support on internal Marriott Customer Experience Center systems and tools**Additional Responsibilities**+ Attends and participates in all relevant meetings+ Maintains positive working relations with internal partner teams, vendors+ Manages time effectively and conducts activities in an organized manner+ Performs other reasonable duties as assigned by manager**MANAGEMENT COMPETENCIES****Leadership**+ **Adaptability** - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.+ **Communication** - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.+ **Problem Solving and Decision Making** - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.+ **Professional Demeanor** - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.**Managing Execution**+ **Building and Contributing to Teams** - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.+ **Driving for Results** - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.+ **Planning and Organizing** - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.**Building Relationships**+ **Coworker Relationships** - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.+ **Customer Relationships** - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company s service standards.+ **Global Mindset** - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.**Generating Talent and Organizational Capability**+ **Talent Management** - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.**Learning and Applying Professional Expertise**+ **Applied Learning** - Seeks and makes the most of learning opportunities to improve performance of self and/or others.+ **Business Acumen** - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.+ **Technical Acumen** - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.+ **Basic Competencies** - Fundamental competencies required for accomplishing basic work activities.+ **Basic Computer Skills** - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).+ **Mathematical Reasoning** - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.+ **Oral Comprehension** - Listens to and understands information and ideas presented through spoken words and sentences.+ **Reading Comprehension** Understands written sentences and paragraphs in work related documents.+ **Writing** - Communicates effectively in writing as appropriate for the needs of the audience.This position requires proof of full vaccination against COVID-19 prior to the first date of employment, subject to applicable law. If you are offered employment, this requirement must be met by your date of hire, unless a reasonable accommodation request is received and approved._Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law._Marriott International is the world s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. We believe a great career is a journey of discovery and exploration. So, we ask, where will your journey take you?
Associated topics: administrative and operational support, assist, assistant, associate, intern, operational support, operator, production, shift, usher

Job Information

  • Job ID: ba5122c0-24500532605
  • Location:
    Tallahassee, Florida, United States
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