Analyst, Guest Experience

Open To External And Internal Candidates•Williamsburg, VA

8d•Onsite

About The Position

The Analyst, Guest Experience manages Colonial Williamsburg’s guest experience measurement and reporting program, including its measures, survey vendor relationship, survey administration, performance dashboard, executive reporting, complaint coordination, and service recovery tracking. The role analyzes survey results, feedback, complaints, and operating data to identify meaningful trends and provide clear, evidence-based insights to leaders. It also maintains data standards and reporting systems, supports recurring reviews, and works across departments to improve guest feedback and complaint processes. The position serves as a central coordination point for guest complaints received through designated channels. It records and routes concerns, monitors response commitments and resolution, escalates urgent or recurring matters, and helps make complaint handling accessible, responsive, objective, confidential, and accountable. The analyst maps complaint journeys and workflows, identifies friction points, and works with responsible leaders on practical improvements. The role is full-time and on-site in Williamsburg, Virginia; it is not eligible for hybrid work. It partners with Hospitality, the Historic Area, Museums, Operations, Volunteer Programs, Learning and Development, Communications, technology teams, vendors, and other stakeholders. Performance is assessed through accurate and timely metrics, reliable reporting and dashboards, effective vendor and complaint follow-through, sound data governance, and improvements to response efficiency and reporting usefulness.

Requirements

Minimum of 3 years of professional experience in business analysis, customer or guest experience measurement, market research, hospitality analytics, program evaluation, business intelligence, or a related field.
Demonstrated experience maintaining dashboards and recurring performance reports for operational and leadership audiences.
Experience working with customer, guest, visitor, or employee surveys and satisfaction measures such as NPS or comparable metrics.
Experience managing day-to-day vendor relationships, including deliverables, timelines, data quality, issue resolution, and performance follow-through.
Experience handling complaint, case management, service recovery, or customer response workflows, including routing, escalation, documentation, and closure.
Experience with customer journey mapping, process mapping, workflow analysis, or comparable methods for identifying handoffs and friction points.
Working knowledge of survey research and measurement practices, including questionnaire design, sampling, response rates, response bias, trend comparability, and appropriate interpretation of results.
Proficiency with dashboard and data visualization tools such as Power BI or Tableau, along with advanced spreadsheet skills.
Working knowledge of descriptive statistics and the ability to explain variation, sample limitations, and uncertainty to nontechnical audiences.
Ability to analyze quantitative and qualitative information together and distinguish observed results from possible explanations requiring further investigation.
Strong written communication skills, including the ability to prepare accurate executive summaries and audience-appropriate reports.
Strong organizational and project management skills, including the ability to manage recurring deadlines and urgent guest matters concurrently.
Sound judgment and discretion when handling guest complaints, personal information, volunteer data, service recovery records, and executive reporting.
Ability to work effectively across departments and with external vendors without direct authority over every contributor or data owner.
Ability to work full-time on-site in Williamsburg, Virginia; the position is not eligible for hybrid work.

Nice To Haves

University degree in Business Analytics, Data Analytics, Business Administration, Hospitality Management, Tourism, Statistics, Social Science, Information Systems, or a related field, or equivalent professional experience.
Experience with survey platforms, CRM systems, case management tools, or comparable applications.
Experience with SQL, text analytics, or statistical software.
Experience in a high-volume hospitality, museum, cultural attraction, tourism, nonprofit, education, or other visitor-facing organization.

Responsibilities

Manage the day-to-day operation of the guest experience measurement program and maintain documented definitions for satisfaction, NPS, feedback themes, service recovery, complaints, response timeliness, closure, and other approved indicators.
Manage the day-to-day relationship with the measurement vendor, coordinating schedules, data transfers, deliverables, system access, issue resolution, and follow-through on scope, quality, and contractual concerns.
Coordinate survey design, sampling, distribution, response monitoring, question changes, and reporting methodology; review response rates, sample limitations, potential bias, and trend comparability.
Build, maintain, and regularly update the enterprise Guest Experience Performance Dashboard using approved survey, feedback, complaint, service recovery, and operating data.
Prepare executive summaries, recurring performance reports, and ad hoc analyses for the Director, Vice President, executive leadership, operating leaders, and other approved audiences.
Coordinate guest complaints received through designated channels by recording and categorizing concerns, confirming receipt when appropriate, routing cases, monitoring response commitments, and documenting resolution and closure.
Respond directly to complaints when assigned and escalate urgent, sensitive, unresolved, or recurring matters according to established standards.
Create and maintain end-to-end complaint and service recovery process journeys; identify unclear ownership, unnecessary handoffs, delays, communication gaps, and other friction points, and work with leaders to improve workflows.
Apply and support complaint-handling practices that are accessible, responsive, objective, confidential, and accountable, including identifying barriers related to ability, language, or digital access.
Maintain service recovery records; monitor acknowledgment, ownership, response, escalation, follow-up, and closure; track corrective actions and whether recurring issues decline after improvements.
Compile and organize surveys, direct comments, digital feedback, online reviews, correspondence, complaints, and other approved listening-channel information using a consistent taxonomy.
Analyze quantitative results and qualitative feedback to identify patterns, emerging concerns, recurring pain points, and positive service themes; distinguish isolated events from recurring conditions and recommend review priorities and next steps.
Maintain standards for data definitions, collection, validation, categorization, access, retention, and reporting; conduct quality checks, reconcile discrepancies, preserve source documentation, and coordinate corrections.
Administer or support survey, feedback, complaint-tracking, service recovery, dashboard, and reporting systems; work with technology partners and vendors on access, functionality, testing, and dependable reporting processes.
Partner with departments and vendors to obtain information, clarify findings, support improvements, and maintain objective analysis and accountability.
Prepare materials for guest experience and volunteer program reviews; maintain action logs, record decisions, confirm owners and due dates, and report action status.
Recommend and evaluate improvements to measurement methods, dashboards, complaint workflows, service recovery tracking, volunteer reporting, and executive summaries.