Senior Manager, Global Guest Experience Measurement

https://careers.hyatt.com/en-us/careers/jobdetails/10780/CHI013054

The Opportunity

The Sr. Manager of Global Guest Experience Measurement will be responsible for collaborating with Hyatt leadership and team members in facilitating the management and evolution of Hyatt’s experience management “HySat” program. Lead efforts for current experience programs for guests, events & meetings, property & guest services, and advance programs through product enhancements and expansions. This role will have responsibility for leading and executing efforts for HySat product management, program strategy development, vendor management, operational delivery, and insights project management. This role will involve significant cross-functional partnerships to build and deliver experience measurement and engagement initiatives aimed at better understanding and improving the guest experience. This role will have primary accountability for the day-to-day oversight of HySat program operations and managing priorities of the team and maintaining service levels with the program user base. You will be part of a team that is passionate about diversity, equity, and inclusion, committed to nurturing curiosity and new skills and building connections across the organization with stakeholders, colleagues, and guests.

The Role

•Lead design and evolution of Global Guest Experience Measurement program; affirm business objectives, design & build future state programs, establish new business processes, and lead technology design & implementation efforts.

•Communicate and represent the Global Guest Experience Measurement function in a clear and concise manner, both through written and verbal communication – sharing recommendations on program design and ongoing insights

•Collect, analyze, and synthesize insights, measures, and data to tell a cohesive and actionable story

•Partner with and manage external vendors to maintain experience management capabilities and provide technology solutions; maintain relationships with vendor partners

•Establish and enhance experience feedback-driven insights and related operational processes linked to property-level activities, corporate team insights, and operational portfolio management activities

•Lead ongoing experience measurement program operations; manage day-to-day activities and assignments of direct reports and vendors

Qualifications

Experience Required:

•7+ years of relevant experience, preferably in quality assurance, marketing programs, customer experience measurement, and with management and leadership experience; industry experience is preferred

•2+ years of previous people management experience (preferred)

•2+ years of experience with customer experience management platforms and customer feedback program management

•Previous experience leveraging insights to drive business results

•Prefer experience devising effective solutions in unstructured situations

•Extensive planning and project management experience

•Experience utilizing and building marketing fundamentals

•Experience devising effective solutions in unstructured situations

•Proficiency with PowerPoint, Excel, and Word

Experience Preferred:

•Knowledge of the travel industry and experience with localization is a plus

•Knowledge of E-Commerce best practices and experience working on travel or retail E-Commerce websites is preferred

•Bachelor’s degree in a related field, such as Human-Computer Interaction, Human Factors, Interactive Design, Graphic Design, Psychology, or another design-related field is desired

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.

Who We Are

At Hyatt, we believe in the power of belonging and creating a culture of care, where our colleagues become family. Since 1957, our colleagues and guests have been at the heart of our business and helped Hyatt become one of the world's best and fastest-growing hospitality brands. Our transformative growth and the addition of new hotels, brands, and business lines can open the door for exciting career and growth opportunities for our colleagues.

As we continue to grow, we never lose sight of what’s most important: People. We turn trips into journeys, encounters into experiences, and jobs into careers.

Why Now?

This is an exciting time to be at Hyatt. We are growing rapidly and are looking for passionate changemakers to be a part of our journey. The hospitality industry is resilient and continues to offer dynamic opportunities for upward mobility, and Hyatt is no exception.

How We Care for Our People

Our purpose sets us apart—to care for people so they can be their best. Every business decision is made through the lens of our purpose, and it informs how we have and will continue to support each other as members of the Hyatt family. Our care for our colleagues is the key to our success. We’re proud to have earned a place on Fortune’s prestigious 100 Best Companies to Work For® list for the last ten years. This recognition is a testament to the tremendous way our Hyatt family continues to come together to care for one another, our commitment to a culture of inclusivity, empathy, and respect, and making sure everyone feels like they belong.

We’re proud to offer exceptional corporate benefits which include:

•Annual allotment of free hotel stays at Hyatt hotels globally

•Flexible work schedule and location

•Work-life benefits including well-being initiatives such as a complimentary Headspace subscription, and a discount at the on-site fitness center

•A global family assistance policy with paid time off following the birth or adoption of a child as well as financial assistance for adoption

•Paid Time Off, Medical, Dental, Vision, 401K with company match

Our Commitment to Diversity, Equity, and Inclusion

Our success is underpinned by our diverse, equitable, and inclusive culture and we are committed to diversity across the board—from whom we hire and develop, the organizations we support, and whom we buy from and work with.

Being part of Hyatt means always having space to be you. Our global teams are a mosaic of cultures, ethnicities, genders, ages, abilities, and identities. We constantly strive to reflect the world we care for with teams that achieve and grow together. To learn more about our commitments to DE&I, please visit the Why Hyatt section of the Hyatt career page.

Who You Are

As our ideal candidate, you understand the power and purpose of our Culture of Care and embody our core values of Empathy, Inclusion, Integrity, Experimentation, Respect, and Well-being. You enjoy working with others, are results-driven, and are looking for a variety of opportunities to develop personally and professionally.