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Position Summary
This is a fantastic opportunity for an individual that wants to be part of a dynamic team leading the way to insights from the voice of the customer. This team will look to improve processes, people, and technology to create an effortless experience for our customers. The ideal candidate is passionate about learning new skills around the improving the customer experience using text and voice analytic solutions.
Business Context
In 2009, Customer Care and Channel Support implemented a text language analysis solution to analyze and report customer experiences identified by Customer Care associates when documenting issues in our issues management system. This effort has provided ad-hoc insights regarding numerous issues and has advanced the frontiers of customer issue analysis beyond former manual categorization efforts. In 2012, this analysis expanded to include customer email messages received via Marriott.com. Enhanced insights and sentiment analysis are the result of this additional data source, as the exact words of the customer were now included in this analysis. This data will be used to drive not only customer sentiment, but improvements for Marriott’s least expensive reservation channel, Marriott.com. In 2014, Customer Care expanded the technology to analyze surveys completed by Marriott customers. In 2015, a call monitoring solution was implemented in the Reservation Centers, Customer Care, and Marriott Rewards departments.
JOB-SPECIFIC TASKS
The following are specific responsibilities and contributions critical to the successful performance of the position:
• Create customer journey categories within our call monitoring solution.
* Identify key words and phrases used by our customers, sales associates, customer care advocates, and Marriott Rewards associates.
* Design queries to capture the intent of the phrases.
* Test queries by listening to calls to validate accuracy of intent.
* Refine query based on listening.
* Tag calls with additional categories to be used for analysis.
• Design customer journey categories within our text analytic solution.
* Read untagged customer comments.
* Create or refine categories based on key words and phrases written by our customer care advocates.
• Participate in text and voice analytics requests.
* Export, review, and update reporting related to customer experience ad-hoc requests.
* Read and listen to guest comments to determine if statements should be included in the reporting.
* Identify customer pain points
* Work closely to develop improved reporting and tracking of metrics against key business goals.
* Identify opportunities to turn customers into raving Marriott fans.
• Assist with the Front Line Team meetings.
* Organize meeting room and gather notes related to customer experiences.
* Contribute customer experiences based on prior and current experience.
* Leverage the learnings from the meetings to investigate new insights in the call monitoring system queries.
• Partner with senior operations analysts.
* Maintain reporting for customer surveys.
* Update Net Promoter Scores.
CANDIDATE PROFILE – Required Qualifications / Skills and Knowledge
Minimum Qualifications
* Fluent at speaking and writing Spanish
* Knowledge of Office Word and Excel
Preferred Qualifications
* Six months as a Reservation or Customer Care Associate
* Excellent computer and technology skills
* Handles a fast pace and dynamic work environment
* Strong attention to detail
* Strong written and oral communication skills
* Analytical and Problem solving skills
* Active listener
/Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws./
**Job:** **Reservations Sales*
**Organization:** **Corporate*
**Title:** *Voice of the Customer Analyst*
**Location:** *NE-Omaha-Omaha Gbl Sls%26Ctmr Care Campus*
**Requisition ID:** *15001VEJ*