Customer Experience Systems & Insights Supervisor

Put the World on Vacation

At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.

Internal: Primary Customer Facing Divisions (Resorts, Hotels, Owner Services, Consumer Finance, Sales, Marketing), Legal, Customer Experience teams

External: Club Wyndham Owners, CWA Members, IHC Members & Non-owners, Guests

PRIMARY OBJECTIVES:

At Wyndham Destinations our vision is to put the World on Vacation, in your position as the Customer Experience Systems & Insights Specialist, you are responsible for being the voice of the Customer within the business. This role captures data from all customer touchpoints and enables the design of customer enhancement strategies developed from customer insights.

PRINCIPAL RESPONSIBILITIES: (Include but not limited to:)

• Ownership of the Voice of the Customer program by capturing insights from customer survey data, social media, hospitality review sites, customer care data and quality assurance program results.
• Work in conjunction with the Senior Manager Customer Experience to provide support for the day-to-day running of the Customer Insights team (Customer Experience Analysts).
• Work with the business to develop innovative solutions to problems & suggest new ways of reporting, analysing and improving business processes.
• Establishment and ongoing ownership of customer performance reporting from executive level to front line level.
• Manage systems used by the Customer Experience team including providing technical guidance for the development and troubleshooting of these systems.
• Provide detailed customer insights and trends that will result in tangible & measurable customer improvements.
• Ongoing and proactive communication with a range of stakeholders across all levels in multiple countries.
• Ensure data accuracy of all reports being produced.
• Continually improve the customer analytics function by reducing manual analytical functions & creating reporting transparency across the business.
• Project Management of Systems and data for the company.

• Ensure that all reasonable directions given with regards to health and safety are followed, to not willfully place at risk the health and safety of yourself or any person in the workplace and to not willfully or recklessly interfere with or misuse anything provided for health and safety.
• Display a Hospitality with Heart service to all internal and external parties. 
• Display innovation through inspiring, creating and improving processes and products. 
• Show integrity in all aspects of the position by doing the right thing, taking responsibility and delivering on the promise. 
• Display leadership values by ensuring effective communication and respecting your peers and managers.  Support others within the team and empower each other wherever possible. 

KEY POSITION CRITERIA:

• Experience with database software applications
• Previous experience in customer insights and reporting
• Excellent command of English, both oral and written
• Team player with the ability to work autonomously
• Experience working with business intelligence reporting tools (e.g. Tableau) is highly regarded
• Extensive experience managing a customer analytics function in a service-led organisation
• Exceptional attention to detail
• Ability to understand detailed customer insights and develop enhancement strategies driven by the voice of the customer
• Tertiary qualifications in a related discipline (Business, Marketing, Retail/Consumer Behavior, Hospitality)
• Exceptional ability to conduct effective presentations and meetings in order to influence behaviour and promote collaboration.
• Exceptional ability to develop executive-level reporting in a balanced scorecard environment to ensure the voice of the customer is heard at the most senior levels in the business
• Strong personal values regarding customer service, delivering on the promise and integrity in all activities
• Ability to quickly build rapport at all levels
• Positive and enthusiastic attitude and ability to inspire same in others
• Excellent facilitation and teambuilding skills with the ability to work with people at all levels
• Strong project management abilities
• Intermediate knowledge of Microsoft products including Access, Excel, Word & Outlook
• Ability to take direction when instructed and to make independent decisions when necessary
• Ability to travel as required for the role

A Place for Everyone

Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.