Guest Experience Measurement Program Specialist

Guest Experience Measurement Program Specialist

Chicago IL
Long Term Contract

PURPOSE:
We are looking for a program specialist to help advance the HySat Global Guest Experience Measurement program ongoing program operations and project efforts.

POSITION RESPONSIBILITIES:
This position will be responsible for leading project efforts in support of the HySat program. This role will report to Portfolio Health Guest Experience leadership overseeing operations of HySat programs and product platforms. HySat is Clients guest experience management platform which is enabled by solutions including Medallia to capture and deliver insights across the organization. The role will have a responsibility for leading and executing tasks related to prioritized HySat projects enhancements and guest experience measurement initiatives. This role will manage tasks and collaborate with vendor teams (e.g. Medallia) and Client colleagues. This individual will participate in daily standup sessions and integrate activities with the overall program team.

Lead and deliver enhancements on the Medallia platform to add value to the HySat program
o Admin suite configuration changes to reports dashboards etc.
o Data extract setup and management
o Requirements and design documentation
o Coordination with Client and Medallia program team
Support activities for HySat program updates and feature expansion
o Instay channel expansion survey design Global pilot rollouts design scalable solutions
o Collaborate with Client and vendor teams to integrate solutions across Digital platforms
o Lead assessments and program refreshes for existing survey channels (poststay contact center meeting planner)
o Collaborate with operations teams to design followup and triggered actions linked to measurement and feedback programs; design product capabilities for implementation in HySat
Various project duties associated with ongoing HySat project delivery:
o Creating project schedules and aligning crossfunctional resources
o Preparing meeting materials (often PowerPoint presentations)
o Scheduling meetings
o Taking and distributing meeting notes
o Meeting followup
Overall program coordination and administration including:
o Management and upkeep of program information on ClientConnect ServiceNow and other channels as necessary
o Support of assigned adhoc activities for updating of program content communications and documentation
o Drafting program communications to field
o Answering program questions and/or routing questions to appropriate individuals
o Assisting in the prioritization of QA requests interfacing frequently with Client IT
Demonstrate a commitment to Client core values
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties responsibilities and qualifications may be required and/or assigned as necessary


EXPERIENCE AND QUALIFICATIONS:
4 years of management customer experience and technology implementation or optimization experience
Medallia Admin Certification (preferred)
Proven analytical ability and critical thinking skills comfort with basic excelbased modeling understand the hotel business or other related business categories and apply strategy new program enhancements
Experience developing and executing largescale programs and/or product rollout
Creative/innovative approach to problem solving
History of delivering results and implementing change
Proven ability to collaborate across a highly matrixed organization

EDUCATION:
**.** Bachelors degree in computer science or equivalent.