Voice of Customer Analyst

Are you a mixed-methods researcher passionate about driving organization-wide understanding of B2B and B2C customers? Are you looking to be a subject matter expert on our customers, playing a consultative role for internal stakeholders, and working across the organization to design and implement research, analyze results, and share insights and recommendations? 

Do you love improving existing processes while simultaneously identifying gaps and future enhancements? Are you energized by complex business questions without obvious solutions? Do you love survey research, digital data, and qualitative research methodologies? In addition to being a strong researcher, do you have a solid foundation and understanding of statistics and data analysis? 

As a Voice of Customer Analyst, you will work closely with the Sr. Manager of Customer Insights and Analytics to answer business questions and inform business strategy using a variety of methodologies, plan and execute company-wide research agenda, and find meaningful insights to share with the organization. Your colleagues will depend on your deep knowledge of customer and industry trends, research experience, analytics skills, and ability to distill huge amounts of data into actionable insights. As part of the Business Analytics & Customer Insights team, it is expected that you will think critically and be collaborative, creative, detail-oriented, strategic, and always learning.   

This is a full-time position located either in New York City or remote. If in New York City, we offer a hybrid schedule, working from our NYC office location 2 days per week. 

Responsibilities 

• Administers the development and deployment of surveys or other forms of research that assess customer needs or wants, evaluates business drivers, and uses findings to identify and capitalize on strategic business opportunities.  
• Reviews questionnaires, focus groups, or customer panels to ensure that the appropriate markets are targeted, and that actionable information is collected. 
• Maintain, improve, and develop new CX surveys based on customer journey and lifecycle and improve access to insights by building or improving on reporting in Qualtrics, Excel, and Tableau. 
• Partner with stakeholders to understand business needs and design and execute research using any methodology most appropriate to answer the business question(s) including, but not limited to: survey, focus group, A/B testing, ethnographic methods. 
• Identify opportunities to analyze existing data (sales/revenue, CX surveys, prior research, web, etc.) to answer business questions without creating new research and perform those analyses according to best practices.   
• Deeply understand and represent the voice of customers.  
• Proactively identify new business & customer problems to solve. 

Minimum Requirements, Experience and Qualifications 

• 3-5 years of experience in insights and research-focused roles 
• 1+ years of experience analyzing large data sets 
• 2+ years of experience of survey design 
• 2+ years of experience in data visualization or storytelling 
• 2+ years of experience with the following tools (or comparable): Qualtrics, Excel, PPT   
• Strong working knowledge of research methodologies and best practices in analyzing data 
• [Preferred] Experience with SPSS, or a script-based language like R or Python, for analytics 
• [Preferred] Experience visualizing or analyzing data with Tableau.  

Skills and Abilities 

• Proactive, curious, self-motivated, analytically minded, and quick to learn  
• Highly organized, collaborative, and detail-oriented 
• Passionate about survey design and research 
• Able to conduct interviews and focus groups with customers 
• Able to clearly articulate complexity 
• Outstanding communication skills 

Compensation

Expected Salary*: $87,800-90,000

Target Incentive bonus: 10%

*Actual compensation within that range will be dependent upon the individual's skills, experience, location and applicable laws.

Benefits

The Leading Hotels of the World fosters a high-performance culture and generously rewards its employees for their contributions. Here is just a preview of the benefits we offer:

• 22 days of Paid Time Off (PTO), 11 paid holidays, including birthdays as a personal holiday
• Medical coverage available within the first month
• Health Savings Account (HSA) with Company seed
• 401(k) company match up to 4% of salary
• Up to $500 for home office setup credit
• Up to $500 travel credit that supports and encourages our employees’ passion for travel
• Unlimited access to financial advisors
• 4 weeks work-from-anywhere 

About The Leading Hotels of the World, Ltd. (LHW)  

Comprised of more than 400 hotels in over 80 countries, LHW is the largest collection of independent luxury hotels. In 1928, 38 independent hoteliers came together to create LHW. Since then, the Company has carefully curated distinctive hotels, resorts, inns, chalets, villas, and safari camps from the snow-capped Alps of Europe to the African veldt, to share them with adventurous souls who seek the remarkably uncommon. The LHW community is filled with exceptional individuals, united by a passion for the surprising discoveries and details that come with every experience. LHW’s collection covers the globe and promises a broad range of destinations and uncommon experiences, enhanced by LHW’s tiered guest loyalty program Leaders Club. From converted former palaces, and countryside retreats run by the same families for generations, to gleaming skyscrapers in dynamic urban centers, serene private island escapes, glamorous tented camps – and beyond – explore, find inspiration, and experience unforgettable travel moments. For more information visit: www.lhw.com, Facebook at @LeadingHotels, Twitter at @LeadingHotels and Instagram @leadinghotelsoftheworld  

LHW is an equal opportunity employer. LHW does not discriminate on the basis of religion, race, creed, color, national origin, sex, age, disability, handicap, veteran status, sexual orientation, genetic information or any other applicable legally protected category.