Senior Analyst, Guest Data Ops and Analytics

Universal Orlando Resort believes in-person collaboration is key to our success. Many of our Team Members work in a hybrid capacity, contributing from the workplace a minimum of three days per week. There are also roles that require being on-site full time. Limited remote opportunities may be available within specific departments. You’ll learn more about this during the recruitment process.

JOB SUMMARY:

The Senior Analyst, Digital Customer Experience Analytics will help develop and maintain critical reports, dashboards, and analytic solutions in support of our Digital Enterprise. Understanding business needs and adding impact through actionable analytics to shape the experiences we offer our Guests will be critical to the success of this role. The Senior Analyst will partner with the Direct Digital Marketing, Digital Product, and UPR Analytics teams to compile and analyze trends, identify areas of friction, and provide recommendations.

MAJOR RESPONSIBILITIES:

Digital Customer Experience Analytics

• Provide insights and recommendations on the Digital Experiences.
• Partner across the Digital Marketing and Digital Product teams in the development and analysis of programs, capabilities, and communication plans.
• Partner with UPR analytics teams in the development, rollout, and refinement of analytics capabilities to support the Digital Experience.
• Partner with delivery teams and UPR Analytics teams to ensure business needs are accurately represented in solution delivery.
• Conduct relevant ad-hoc requests as needed by the business.

Requirements Elicitation

• Conduct working sessions with Digital Marketing teams to fully understand and advocate for solutions that meet current and future business needs.
• Gather report and dashboard requirements, and ensure they satisfy the need to support the digital customer experience in making strategic decisions.
• Document user requirements into well-structured specifications.
• Critically evaluate information gathered from multiple sources.
• Distinguish user requests from the underlying true needs.

Project Management & Communications

• Manage incoming reporting requests and prioritize accordingly.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group that includes specialists, management, and subject matter experts.
• Ability to communicate in business terms with business leadership, IT terms with IT partners, and partner with Data Steward to ensure data integrity from source system to report output.
• Successfully engage in multiple initiatives simultaneously.

Performance Metrics & Other Duties

• Assist in the performance of other special duties and projects as needed in support of organizational goals.
• Seek opportunities to help other team members expand their knowledge and capabilities in business intelligence.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

EDUCATION:

Bachelor’s degree is required - Marketing, Economics, Statistics, Business Administration or related field.

EXPERIENCE:

• 5+ years’ analytics experience preferably in the travel, entertainment or retail industry.
• A track record of performance meeting targets and objectives.
• Very strong analytical, planning, and critical decision-making skills.
• Strong background in database technology, with an emphasis on the use of analytical and reporting tools.
• Experience with Microsoft Excel (advanced):
• Experience with Reporting Tools, preferably Power BI
• Experience with SQL and Relational Databases (advanced)
• Demonstrated ability to take detailed requirements and convert into actionable reports.
• Excellent written and oral communication skills
• Travel & Resort Industry, Entertainment and/or Theme Park experience
• Experience with SQL required, experience with cloud based data warehousing preferred but not required.
• Experience working within dynamic dashboards in Power BI or similar reporting tool.
• Ability to work independently in a deadline-oriented environment.
• Ability to evaluate quantitative data sets and determine “big picture” implications required.
• Or equivalent combination of education and experience.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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