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SR Analyst, Consumer Insights & Research

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SR Analyst, Consumer Insights & Research

  • Central Location, Orlando, Florida, United States, 32821
  • Full Time
  • Travel + Leisure Co.

Put the World on Vacation

At Travel + Leisure Co. our mission is simple: to put the world on vacation. We turn vacation inspiration into exceptional travel experiences through nearly 20 of the world’s leading travel brands under Wyndham Destinations, Panorama, and Travel + Leisure Co. Together we’re shaping the future of the travel industry by creating new possibilities for vacationers. That’s part of what makes our work fun and interesting. Every day is a chance to learn something new and influence the global business. 

The primary responsibility of the Senior Analyst, Consumer Insights & Research is to perform the day-to-day functions that keep our VoC (Voice of the Customer) programs operating at peak efficiency and to maximum effect.  This role will also be responsible for leading custom research projects end to end, including survey design and testing, survey programming, data analysis, and report and presentation development.  Reports and presentations need to be tailored to key stakeholders at all levels of the company, from front line user to senior executives who use this information to inform business decisions and drive growth.  Additionally, the Sr Analyst will train and lead a contractor analyst to perform system administrator functions in the PeopleMetrics VoC platform to assure all users in the company have the most up to date and correct level of access to survey results, alerts and case management. 

This role is expected to have full understanding of the Consumer Insights specialization and resolve a wide range of issues in creative ways. The Sr. Analyst works on problems of diverse scope and demonstrates good judgment in selecting methods and techniques for obtaining solutions. They network with key contacts inside and outside own area of expertise, as well as external vendor personnel.

Responsibilities include, but are not limited to:

Custom Market Research

  • Lead end to end custom research projects to provide insights that inform critical business decisions.

  • Consult with business sponsors to identify the research-based problem to solve and develop a custom methodology to solve it.

  • Design and field qualitative and quantitative research studies (surveys and focus groups) to deliver critical insights.

  • Synthesize findings into actionable recommendations and deliver report to business sponsors in document and presentation form. 

Business Analysis

  • Conduct statistical analysis to derive insights and broader implications from  survey data to support strategic report creation

  • Create and distribute regular reports to company stakeholders on scheduled basis

  • Validate compensation-related and high visibility survey data results for functional areas

  • Perform ad hoc analyses on survey and operational data as requested

  • Set, track, measure and report on success goals and business metrics to monitor adoption and intended impact of customer engagement programs

  • Analyze survey health for all transactional surveys to identify any break down in technical processes or declines in response rate.  Coordinate troubleshooting and resolution with internal and external partners.

Act as VoC System Administrator and lead analyst contractor to support the following responsibilities

  • Support major survey platform launches by creating testing plans, executing communication plans with stakeholders, designing and building use-case based dashboards, designing user roles, and designing user access request applications (through WynRS) and approval structure

  • Own ticket resolution and response for 3,000+ person user base

  • Document and communicate software enhancements requirements to the vendor, and verify enhancement delivery through testing before and after the release process

  • Monitor and assure that designated users maintain the appropriate level of access to the PeopleMetrics Platform at all times

  • Track daily distribution of invitation emails and the volume of survey responses to identify and resolve technical glitches in the process that would impact distribution and response rate

  • Analyze and fine tune the programming of text analytics to map to the dictionary of topics and sentiments relevant to the customer experience

  • Support development of training resources and facilitation of training for user groups to support engagement and adoption

Support other organizational initiatives as required

  • Provide additional support as deemed necessary to the leadership team for successful completion of major launches and projects

  • Develop best practices to optimize the organization’s cross functional customer touch points and make recommendations throughout the process to the leadership team

  • Contribute to a culture of trust and engagement by participating in cultural programs, initiatives and events

Minimum Requirements and Qualifications

Education

  • BS or BA degree (Business, Marketing, Statistics, Research, Psychology preferred)

Training requirements

  • MS Office training

  • Certification or training in market research technique/methodology (Burke, RIVA, or other)

  • Market research technology training in SPSS or SAS

Knowledge and skills

  • Previous experience effectively managing multiple projects in various stages of completion

  • Strong motivation to learn, willingness to be a team player, yet operate independently as required while exercising discretion and independent judgment

  • Demonstrated organizational skills and attention to detail to ensure work accuracy, thoroughness, and quality

  • Demonstrated ability to work well under pressure and meet deadlines

  • Demonstrated strong critical thinking skills

  • Strong written and verbal communication skills

  • Ability to develop collaborative relationships to facilitate the accomplishment of work goals in a diverse work group

  • Ability to be flexible with change and adapt to changes within projects

  • Interest and aptitude in social sciences, psychology, statistics

  • Comfortable working with and learning new technology

  • Ensure data management procedures comply with standard company policies

  • Strong attention to detail, demonstrated excellence with manipulating tabular data (Excel), an aptitude and interest for learning advanced statistical techniques and tools, and a customer service mindset

Technical Skills

  • Basic knowledge of system administration

  • Advanced knowledge of MS Office, including PowerPoint, Excel, & Outlook

Job experience

  • 5 years experience as a Research Analyst or equivalent

  • Experience managing multiple projects

  • Experience in owning research projects through discovery, development, and delivery to stakeholders

  • Experience in administrating technology platforms and user groups preferred

Unless there is a legal requirement, experience will be accepted for the education requirement.

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.

Job Requisition: R-33103

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