Customer Insights Analyst
Remote · United States or Costa Rica
Job Summary
Customer Insights Analyst responsible for deploying Voice of the Customer frameworks, insights, and measurements to enhance experiences for owners and guests. Interfaces with external survey vendors, designs and deploys surveys, interprets results for internal clients, provides thought leadership on CX, and helps establish action-oriented feedback loops across the customer journey. Partners with the Global Data Insights team to identify KPIs and ensure actionable improvements in satisfaction, working across legal, IT security, procurement, and other functions to implement appropriate CX technology.
Required Qualifications
- Minimum 2+ years’ experience in market research, consumer surveys, marketing, brand, strategy, analytics, or UX/CX teams that focus on identifying customer needs and recommending action
- Bachelor’s degree in marketing, business administration, statistics, communication, psychology, sociology, or related field
- Experience using data, especially Voice of the Customer data, to support recommendations and effect change
- Knowledge of statistical methods and data analysis tools to analyze datasets and identify trends in customer feedback
- Experience using survey platforms such as Qualtrics, Medallia, or similar for programming and deploying surveys
- Experience authoring survey instruments for market research and/or consumer insights
- Strong written and spoken English communication skills (B2/C1)
- Proficiency in Excel, PowerPoint, and Word
- Strong collaboration skills and ability to work as an individual contributor
- Hospitality or timeshare industry experience is a plus
- Marriott Vacations Worldwide is an equal opportunity employer and promotes an inclusive culture
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