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Group Manager: Customer Experience

Company: Vail Resorts
Location: Broomfield
Posted on: December 5, 2019

Job Description:

You're someone who pushes boundaries and challenges the status quo. You're brave, ambitious and passionate in everything you do. And we want you on our team. Pursue your fullest potential and never settle in the quest to deliver extraordinary guest service. Join one of the world's most innovative companies and re-imagine a mountain resort experience with us. Welcome to Vail Resorts. Reach Your Peak. Summary The Vail Resorts Customer Insights team is seeking a Customer Experience (CX) Group Manager to join our team near Denver, Colorado and lead our experience program. The CX Group Manager is responsible for turning customer feedback and business data into actionable insights and leading a small team to craft experiences of a lifetime for our guests. The CX team serves as a customer advocate, partnering with leaders across all business units and geographic regions to re-imagine the customer experience and ensure that customers are at the center of every business decision. Using Medallia as our CX platform, the CX Group Manager will primarily utilize Alteryx and Tableau to enable the identification of relationships between customer experience and business performance. Essential_Job_Responsibilities * [ANALYTICS] Lead the analysis and reporting around customer feedback from the CX system (Medallia) with the goal of identifying opportunities to improve customer experience, satisfaction, and loyalty. o Analyze and report on NPS and customer satisfaction data merged with data from disparate sources to solve complex business problems with actionable recommendation for changes that will improve the customer experience. o Understand relational database structure and able to develop queries to access data for analysis * [LEADERSHIP] Demonstrate strong leadership through the robust development of talent on the customer experience team, showing high emotional intelligence and self-awareness of how actions impact the team and stakeholders, showing ambition to overcome obstacles, and the learning agility to tackle and solve new and increasingly complex problems. o Manage two direct reports, focusing on developing their potential and creating a high performing team. * [PARTNERSHIP] Partner with, and advise Operations Managers, Marketing, and Research on customer needs, trends, and focus areas and encourage data-driven decisions. o Foster and maintain relationships with resort partners, using data to influence business decisions in support of strategic growth goals. * [COMMUNICATION] Translate detailed analytic output into clear, concise, and articulate executive summaries for consumption by Executives, COOs, and Resort Leadership. o Ability to analyze data and extract the most salient points that provide important insights, telling a story based on the data and aligned with stakeholder objectives. o Use tools such as Alteryx and Tableau to portray CX data and analytics in simple yet visually compelling and impactful ways. * Job_Requirements * Bachelor s degree in Marketing, Finance, Business, Statistics, or oth quantitative field required * Master s degree preferred * Eight years of related experience in data analysis and visualization * Background in running customer experience analytical programs, analyzing and reporting NPS, satisfaction, and VOC/CX * Must have Excel and PowerPoint skills; Data visualization (Tableau), Data preparation / aggregation (Alteryx), and R/SPSS a plus * Understanding of relational database structure and queries * Able to manage multiple priorities simultaneously, at various stages * Ability to be flexible and precise under aggressive deadlines * Capable of and confident in giving presentations to a variety of audiences * Proven analytical and deductive reasoning skills; able to translate findings into meaningful strategies and communicate them * A consummate team player who brings a passionate, positive, high-energy approach to client service and delivering results * Critical thinker who is constantly looking for ways to evolve the capabilities of the team * Excellent use of personal computers and software typically used, including Microsoft Office Suite * Experience with advanced statistical knowledge; R/SPSS a plus * Experience with Medallia a plus * Experience with Tableau is preferred * Experience with Alteryx is preferred * Excellent customer service skills * Ability to multi task and prioritize projects, while working independently * Must be comfortable interacting with the highest levels of the company * Some travel to mountain resorts required * Proven knowledge of multivariate analysis * Experience with CX/VoC programs * Knowledge of, or desire to work in, resort / tourism industry * Why_You_Would_Love_This_Role * Vail Resorts is an incredibly fast-growing company at the forefront of the Travel and Tourism industry redefining the ski industry in the 21st century * The opportunity to be part of taking our Customer Experience program to the next level growing the team and having significant impact on the business * Direct exposure to senior leaders of the business (CMO, COO/President of the Mountain Division, broader Resort Leadership) a unique opportunity to team with our business leadership * Leveraging strategic analytics is a core pillar of Vail Resorts strategy moving forward a critical driver of our success leading to strong willingness to invest * All the free skiing / riding you and your dependents can handle fre Epic passes, discounted lodging and retail * We offer a variety of career opportunities at our world-class resorts and corporate headquarters near Boulder, Colorado in fields like Finance & Accounting, Human Resources, Information Technology, Legal, Public Affairs & Sustainability, Marketing, Sales & Communications and more. Our corporate team shares both a passion for the outdoors and a drive to re-imagine the mountain resort experience around the world. Learn more at ************************** Vail Resorts is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law. VRMRKT Requisition ID ******

Keywords: Vail Resorts, Broomfield , Group Manager: Customer Experience, Executive , Broomfield, Colorado

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