Senior Analyst, Contact and Sales Experience Analytics

Senior Analyst, Contact And Sales Experience Analytics

This is your chance to be part of the next generation Strategy, Insights, and Analytics team of internal consultants to all teams across Hilton! The team ensures that Hilton's strategy and customer experience are informed by analytics and customer insights combining technical talent with industry expertise to guide progress towards Hilton's goals. As Senior Analyst, Contact and Sales Experience Analytics, you will support Hilton's Customers, Brands, Marketing, Digital, Revenue, and Sales organizations, with special support for the executive leadership team. On the Contact & Sales Experience Analytics team reporting to Senior Manager, C&SE Analytics, you will work on projects including supporting business with data insights, optimizing self-service automations and identifying friction in guest experience journeys.

Hilton is proud to support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to programs and benefits such as:

• Go Hilton travel program: 110 nights of discounted travel with room rates as low as $40/night
• Hilton Shares: Our employee stock purchase program (ESPP) - you can purchase Hilton shares at a 15 percent discount
• Paid parental leave for eligible Team Members, including partners and adoptive parents
• Mental health resources including free counseling through our Employee Assistance Program
• Paid Time Off (PTO)
• Learn more about the rest of our benefits

At Hilton, we believe every Team Member is a leader. We are committed to offering leadership development opportunities and programs through every step of a Team Member's career journey and at every level, both in our hotels and across corporate.

Available benefits may vary depending upon terms and conditions of employment and are subject to the terms and conditions of the plans.

Your role is important and below are some of the fundamental job duties that make your work unique.

What your day-to-day will be like:

• Analyze data and metrics for contact center and sales performance that involve multiple data sources (bookings and stay data, GEM, Amazon Connect, XMD, etc.).
• Maintain and monitor dashboards and reporting for health metrics and KPI's in an evolving environment of releases and expansions.
• Deliver analysis to answer business questions and outline impacts.
• Use data to tell comprehensive and compelling stories that business partners can use to make decisions.
• Monitor and test new features/product enhancements introduced as needed.

How you will collaborate with others:

• Work closely with HRCC and HWS stakeholders' team to provide performance updates, create standard reporting, dashboards, and metrics.
• Collaborate with the Product Analytics team on building business requirements for data and self-service tools.
• Partner with teams across the enterprise, specifically within HRCC Reporting team, Sales Analytics and the broader CSIA teams to understand and support initiatives efforts, as well as data training materials and standard operating procedures.

What projects you will take ownership of:

• Develop functional reporting and perform ad hoc and proactive analysis on HRCC and broader Hilton data; support MBR, QBR, and other recurring business updates.
• Data Lake post-ingestion testing as needed

You have these minimum qualifications:

• Two (2) years of professional work experience in Data Analytics
• Experience with data QA, data pulling, data manipulation, debugging, and validating digital measurement is working as expected
• Experience writing SQL queries

It would be useful if you have:

• Experience with a coding language as SQL, Hive, R, SAS, or Python
• Exhibit general understanding of Data Warehousing, Data Modeling, and Data Visualization concepts/tools
• Demonstrate proficiency working with Alteryx, Adobe, MicroStrategy, Tableau, or other BI tools
• Exhibit strong storytelling and presentation skills

Hilton, the #1 World's Best Workplace, is a leading global hospitality company with a diverse portfolio of world-class brands. Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more-than 100-year history. Hilton is proud to have an award-winning workplace culture and we are consistently named among one of the World's Best Workplaces. Check out the Hilton Careers blog and Instagram to learn more about what it's like to be on Team Hilton!

We provide reasonable accommodations to qualified persons with disabilities to perform the essential functions of the position and provide other benefits and privileges of employment in accordance with applicable law. Please contact us if you require an accommodation during the application process.