Analyst, Guest Experience

Colonial Williamsburg Foundation•Williamsburg, VA

8d•Onsite

About The Position

The Analyst, Guest Experience manages Colonial Williamsburg’s guest experience measurement program, vendor relationship, survey administration, performance dashboard, reporting, complaint coordination, and service recovery tracking. The role combines quantitative and qualitative feedback from surveys, comments, online reviews, correspondence, complaints, and other approved listening channels to identify trends and support operational improvement. It maintains consistent measurement definitions, data quality and governance standards, and confidential handling of guest, volunteer, employee, and operational information. The Analyst coordinates complaint intake and resolution, monitors response commitments and service recovery, maps complaint journeys and workflows, and identifies barriers, delays, and unclear ownership. The role works across departments and with vendors to improve measurement, reporting, complaint handling, and follow-through. It prepares executive and operational reports, supports recurring reviews with action logs and status updates, and provides findings with appropriate context about limitations and uncertainty. This is a full-time, on-site position in Williamsburg, Virginia, and is not eligible for hybrid work. A university degree in a related field or equivalent professional experience is preferred. The posting seeks at least three years of relevant professional experience.

Requirements

At least 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 a day-to-day vendor relationship, 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 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 ability to explain variation, sample limitations, and uncertainty to nontechnical audiences.
Ability to analyze quantitative and qualitative information together and distinguish observed results from explanations requiring further investigation.
Strong written communication skills, including preparation of accurate executive summaries and audience-appropriate reports.
Strong organizational and project management skills, including managing recurring deadlines and urgent guest matters simultaneously.
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, complaints, service recovery, response timeliness, and other approved measures.
Manage the day-to-day relationship with the measurement vendor, coordinating schedules, data transfers, deliverables, access, issue resolution, and escalation of service, quality, or contractual concerns.
Coordinate survey design, sampling, distribution, response monitoring, question changes, and reporting methodology; review response rates, sample limitations, bias, and trend comparability.
Build, maintain, and regularly update the enterprise Guest Experience Performance Dashboard using approved survey, feedback, complaint, service recovery, and operational data.
Prepare executive summaries, recurring reports, and ad hoc analyses for leadership and operational audiences, clearly distinguishing established findings from possible interpretations and limitations.
Coordinate guest complaints received through designated channels, including recording, categorization, acknowledgment when appropriate, routing, monitoring, response, resolution, and closure.
Map complaint and service recovery processes, identify unclear ownership, 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 recurring issues.
Compile and organize guest feedback from surveys, direct comments, digital feedback, online reviews, correspondence, complaints, and other approved listening channels using a consistent taxonomy.
Analyze quantitative results and qualitative feedback to identify trends, emerging concerns, recurring pain points, and positive service themes, and recommend review priorities and next steps.
Maintain data standards for 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 to resolve issues and test changes.
Partner with internal departments and stakeholders to obtain information, clarify findings, and support improvement work while maintaining objective analysis and accountability.
Prepare materials for guest experience and volunteer program reviews; maintain action logs, record decisions, confirm owners and due dates, and provide status updates.
Recommend and evaluate improvements to measurement methods, dashboards, complaint workflows, service recovery tracking, volunteer reporting, and executive summaries.