**This role is based in McLean, VA**

In Commercial Strategy, Insights, and Analytics, we are internal consultants to key functions across the business, including Hilton’s Customer, Brands, Marketing, Digital, Revenue, and Sales organizations, with specialized support for the executive leadership team. The team consists of both embedded authorities who serve as strategic advisors to key partners and technical specialists who are proficient in advanced analytics techniques and tools. The team is integrated with the business functions to ensure close partnership and to optimally measure and drive company performance.

What will I be doing?

Hilton is bringing the customer to the center of all that we do, strengthening our mission to deliver friendly and reliable service. As a Senior Analyst on the Customer Insights (CI) team, you will conduct analyses that bring the voice of the customer to the forefront of enterprise decisions and support the management of Hilton’s Voice of the Customer (VoC) platform.

More specifically, you will:

• Conduct analysis of Hilton customer experience and sentiment across touchpoints, including proprietary surveys, call centers, social media, and online reviews


• Assist in building and become an expert user of Hilton’s centralized VoC platform, combining structured and unstructured data from all customer feedback channels


• Build and deliver reports on customer experience and sentiment KPIs, including target setting and performance measurement


• Conduct ad hoc analysis on customer feedback and sentiment, including performance trends, drivers analysis, forecasting, and initiative measurement


• Share findings and recommendations with partners across the organization
  
   

What are we looking for?

We believe the success in this role will demonstrate itself through the following attributes and skills:

• Strong proficiency with Microsoft Excel


• Collaboration: The ability to build consensus, develop relationships, and demonstrate diplomacy with high-level executives and partners


• Coaching: a strong passion for team member development and culture building


• Curiosity: a love for learning and extraordinary analytic and quantitative skill


• Problem-solving: an ability to resolve issues effectively and creatively while maintaining a high level of flexibility, professionalism, and integrity


• Accountability: a drive to take ownership of projects, results, and recommendations

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

• Three (3) years of professional work experience


• Two (2) years of experience in data analytics

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

• Bachelor’s degree in a related field


• Experience with customer feedback and sentiment tools such as Clarabridge, Qualtrics, or Medallia


• Experience conducting text analytics and using natural language processing techniques


• One (1) year of experience analyzing customer feedback and sentiment, using structured and unstructured data


• Experience with data visualization and storytelling using tools such as Tableau or MicroStrategy


• Experience with analytical tools and languages (SQL, R, Python)

What is it like working for Hilton?

The future of hospitality is bright at Hilton: 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.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.