Senior Manager, Guest Experience Analytics

Vail Resorts • Broomfield, CO

6h • Hybrid

About The Position

Our mission is to create the Experience of a Lifetime for our employees, so they can, in turn, create the Experience of a Lifetime for our guests. We own and operate the most renowned destination resorts in the world as well as regional and local ski areas outside major cities, and connect them all through one unrivaled network. We are looking for ambitious leaders, innovators and creators to join our talented team. If you’re ready to pursue your fullest potential, we want to get to know you! Candidates for year-round positions are reviewed on a rolling basis. Applications will be accepted up to 90 days after the posting date, or until the position is filled (whichever is first). Job Summary: Vail Resorts is looking to hire a Senior Manager of Guest Experience Analytics. The Senior Manager is responsible for leading the strategy, execution, and continuous improvement of all guest experience measurement programs. This leader will manage and develop a team of two Senior Analysts, guiding their work to produce actionable insights that illuminate guest sentiment, guest behavior patterns, and experience drivers. By integrating guest feedback data with broader business and guest behavioral datasets, the Senior Manager will deliver strategic, forward-looking recommendations that enhance the guest experience and support enterprise-level decision-making. This individual should have a proven track record as a high performance / high potential talent with demonstrated leadership, drive, business acumen, and emotional intelligence. This is a highly visible analytical role and relationship building will be a key component of success. The position requires the ability to analyze data and to provide strategic insights with actionable recommendations in a concise and persuasive manner to stakeholders across departments. Strong presentation skills and an aptitude for condensing large amounts of data into a meaningful story are critical. The role requires the individual to champion a guest-centric mindset and play a critical role in evolving how the organization listens to guests and leverages data to elevate every stage of the guest journey.

Requirements

• Very strong quantitative and analytic skills with demonstrated success in analytical or guest/customer experience roles – preferred 4-5 years previous experience in guest/customer experience, analytics, consulting, or similar fields
• Proven experience communicating actionable recommendations and insights based on data-driven insights to business stakeholders.
• Demonstrated strength in written and verbal communication, adjusting message to audience.
• Excellent interpersonal and relationship management skills, with the ability to communicate effectively at all levels of the organization.
• Strong project management skills are essential. Must be able to own and drive multiple projects simultaneously and coordinate cross-functionally within the organization.
• Demonstrated success working with large data sets; experience with analytic tools/software such as Tableau, Alteryx, and similar programs preferred; experience with data processing (SQL) also a plus.
• Advanced skills with MS Office (Excel, PowerPoint) required.

Nice To Haves

• People leadership experience

Responsibilities

• [Guest Experience Measurement Program] Own strategy, execution, and continuous improvement of the enterprise guest experience measurement program, leveraging standard experience metrics like Net Promoter Score (NPS) and supporting metrics to measure the full on-mountain guest journey, from lift experience and terrain to Ski & Ride School and Rentals. Own relationship with external survey vendors and technical implementation partners.
• [Analysis & Reporting] Manage the creation, development, and distribution of executive level dashboards and reporting related to guest experience feedback. Generate in-depth analysis to formulate insights based on guest feedback and operational and marketing programs impacting guest experience. Collaborate cross-functionally to integrate the guest voice into key business decisions.
• [Presentation] Communicate conclusions, implications, and recommendations in a clear, concise fashion; advise and influence cross-functional internal stakeholders to drive effective strategies and decisions based on guest feedback.
• [Leadership] Manage and develop 2 Senior Analysts responsible for supporting the guest experience measurement program. Prioritize projects to balance the support of broad initiatives, recurrent reporting, and proactive analysis with the direct requests of stakeholders. Evaluate the potential impact of analysis and effectively manage timeline communication and expectations.
• [Innovation] Contribute to next generation guest experience analytics capabilities, including opportunities for automation and AI-enabled insight generation, omnichannel integration, proactive and in the moment feedback, etc. to modernize how guest feedback informs enterprise decisions.

Benefits

• Ski/Mountain Perks! Free passes for employees, employee discounted lift tickets for friends and family AND free ski lessons
• MORE employee discounts on lodging, food, gear, and mountain shuttles
• 401(k) Retirement Plan
• Employee Assistance Program
• Excellent training and professional development
• Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (for eligible seasonal employees after working 500 hours)
• Free ski passes for dependents
• Critical Illness and Accident plans

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed