Vacatia
Senior Analyst, VoC (Hybrid-Fort Lauderdale)
Turn Guest Feedback Into Business Impact at Vacatia Position: Senior Analyst, Voice of the Customer (VoC) Location: Fort Lauderdale, FL (Hybrid) At Vacatia, we’re redefining hospitality by transforming how guests and members experience every interaction with our brand. We’re seeking a Senior Analyst, Voice of the Customer (VoC) to transform feedback data into actionable insights that drive loyalty, satisfaction, and operational improvements across our portfolio. Why You’ll Love Working at Vacatia
Impact That Matters:
Your analysis will influence service improvements, product decisions, and guest satisfaction outcomes across our resorts and digital channels. Cutting-Edge Tools:
Work with Qualtrics, Medallia, Salesforce, Tableau, and advanced analytics to power close-the-loop processes. Cross-Functional Influence:
Partner with Operations, Product, Marketing, and IT to embed guest insights into core business strategies. Growth & Ownership:
Own end-to-end VoC analytics, from survey design and dashboards to insights and executive presentations. A Brand That Cares:
Your work ensures every guest voice is heard and every insight fuels better experiences. Your Impact
Manage and optimize survey programs across the guest journey, ensuring accurate sampling, logic, and governance. Build dashboards that track NPS, CSAT, CES, and issue categories by property, channel, and guest segment. Run driver analysis, text analytics, sentiment modeling, and topic analysis to uncover root causes of satisfaction and dissatisfaction. Configure and maintain integrations between VoC platforms and Salesforce for automated alerts and case management. Operationalize close-the-loop processes, setting rules, SLAs, ownership, and reporting for resolution workflows. Conduct A/B testing and design experiments with Operations and Product teams to validate improvements. Publish monthly and quarterly insights reports with clear actions, assigned owners, and measurable financial impact. Train leaders and property teams on dashboards, data literacy, and how to apply VoC insights. What You Bring
Bachelor’s degree in Business, Data Analytics, Hospitality, or a related field (or equivalent experience). 2–4+ years in VoC, CX analytics, or customer insights, ideally within hospitality, travel, or membership businesses. Hands-on expertise with VoC platforms such as Qualtrics, Medallia, or Forsta, including text analytics and workflows. Strong SQL and dashboarding experience in Tableau or Power BI. Ability to translate data into prioritized, actionable recommendations for senior leadership. Bonus Points For
Experience integrating VoC data with Salesforce or other CRM/case management platforms. Familiarity with call transcription analytics and online review aggregators. Skills in Python or R for advanced analytics. Referrals increase your chances of interviewing at Vacatia. Related Roles
Analyst, Data Visualization & Business Intelligence — Miami-Fort Lauderdale Area Revenue Planning Analyst (Data Insights) - downtown Miami Data Governance Analyst - Qualified Pipeline Sr. Revenue Management Data Science Analyst We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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Turn Guest Feedback Into Business Impact at Vacatia Position: Senior Analyst, Voice of the Customer (VoC) Location: Fort Lauderdale, FL (Hybrid) At Vacatia, we’re redefining hospitality by transforming how guests and members experience every interaction with our brand. We’re seeking a Senior Analyst, Voice of the Customer (VoC) to transform feedback data into actionable insights that drive loyalty, satisfaction, and operational improvements across our portfolio. Why You’ll Love Working at Vacatia
Impact That Matters:
Your analysis will influence service improvements, product decisions, and guest satisfaction outcomes across our resorts and digital channels. Cutting-Edge Tools:
Work with Qualtrics, Medallia, Salesforce, Tableau, and advanced analytics to power close-the-loop processes. Cross-Functional Influence:
Partner with Operations, Product, Marketing, and IT to embed guest insights into core business strategies. Growth & Ownership:
Own end-to-end VoC analytics, from survey design and dashboards to insights and executive presentations. A Brand That Cares:
Your work ensures every guest voice is heard and every insight fuels better experiences. Your Impact
Manage and optimize survey programs across the guest journey, ensuring accurate sampling, logic, and governance. Build dashboards that track NPS, CSAT, CES, and issue categories by property, channel, and guest segment. Run driver analysis, text analytics, sentiment modeling, and topic analysis to uncover root causes of satisfaction and dissatisfaction. Configure and maintain integrations between VoC platforms and Salesforce for automated alerts and case management. Operationalize close-the-loop processes, setting rules, SLAs, ownership, and reporting for resolution workflows. Conduct A/B testing and design experiments with Operations and Product teams to validate improvements. Publish monthly and quarterly insights reports with clear actions, assigned owners, and measurable financial impact. Train leaders and property teams on dashboards, data literacy, and how to apply VoC insights. What You Bring
Bachelor’s degree in Business, Data Analytics, Hospitality, or a related field (or equivalent experience). 2–4+ years in VoC, CX analytics, or customer insights, ideally within hospitality, travel, or membership businesses. Hands-on expertise with VoC platforms such as Qualtrics, Medallia, or Forsta, including text analytics and workflows. Strong SQL and dashboarding experience in Tableau or Power BI. Ability to translate data into prioritized, actionable recommendations for senior leadership. Bonus Points For
Experience integrating VoC data with Salesforce or other CRM/case management platforms. Familiarity with call transcription analytics and online review aggregators. Skills in Python or R for advanced analytics. Referrals increase your chances of interviewing at Vacatia. Related Roles
Analyst, Data Visualization & Business Intelligence — Miami-Fort Lauderdale Area Revenue Planning Analyst (Data Insights) - downtown Miami Data Governance Analyst - Qualified Pipeline Sr. Revenue Management Data Science Analyst We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr