Hilton – Business Analyst, Customer Experience – Addison, TX

Job title: Business Analyst, Customer Experience

Company: Hilton

Job description: *** The location for this position is virtual/remote ***

Hilton Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest with whom we interact.

What will I be doing?

Are you looking for an exciting career in a contact center environment, gathering and analyzing data and impacting the business? The Business Analyst directly supports reporting and analysis with a specific focus on performance metrics. You will also help drive strategic decision-making by utilizing various tools and advanced analytical skills to extract, prioritize, and analyze large amounts of data and effectively communicate findings to leadership.

More specifically, you will:

Establish and Maintain Data Integrity
• Understand key data metrics, establish reporting processes, and identify data discrepancies and errors.
• Test and evaluate data accuracy for different datasets.
• Provide local IT team with business requirements and data requirements to support data structure, governance, and integrity.

Understand, Analyze, Communicate and Deliver Data Efficiently
• Use Business Intelligence (BI) tools (MicroStrategy, Alteryx, Tableau, R) and spreadsheets to manipulate data to create and automate reports
• Use BI tools to design and build dashboards with visualizations to show impactful trends, patterns, and relationships.
• Performs analysis, trending, and communications of defined key performance metrics
• Compile executive-level reporting as required and create reports for communication of daily/weekly/monthly contact center performance to leadership
• Ability to sift through large quantities of data and identify trends, areas of opportunity, and issues and communicate as a story
• Conduct Ad Hoc requests for the Workforce Management and Planning teams and contact center operations teams, such as research into issues, process mapping, and any root cause analysis
• Use verbal and written interpersonal skills to deliver concise analytical observations and recommendations to business owners and leadership.
• Participate in decision-making and advise business leaders using data.

What are we looking for?

The success in this role will demonstrate itself through the following attributes and skills:
• Expertise with Microsoft Office Suite, with high proficiency in Microsoft Excel and PowerPoint.
• Deep understanding of the fundamentals of database structure and relationships.
• An innovative and intellectually curious mind, willing to challenge the status quo to continuously improve.
• An ability to quickly learn and master new tools, programs, or languages, and develop a versatile analytical toolkit.
• A desire to partner across teams and organizational functions with diversity in skills and perspectives to arrive at an effective solution.
• An affinity and passion for data to drive key strategic and tactical decisions.
• The ability to handle various tasks with competing deadlines, able to prioritize, and plan.

To fulfill this role successfully, you should demonstrate the following minimum qualifications:
• High School Diploma/GED
• Two (2) years of experience analyzing data, including storytelling and reporting, in a contact center environment
• Experience with BI Tools to create dashboards and data visualization (MicroStrategy, Alteryx, R, Adobe, etc.)
• Knowledge of database structure and extraction of data from data fields and tables
• Experience owning and managing projects

It would be useful in this position for you to demonstrate the following capabilities and distinctions:
• Bachelor’s Degree, or Associate’s Degree in Business Administration, Finance, and related plus 3 years’ demonstrated ability in data analytics

What is it like working for Hilton?

The future of hospitality is bright at : a leading global hospitality company with a diverse portfolio of . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a environment for all. Check out the and to learn more about what it’s like to be on Team Hilton!

We are an equal opportunity employer and value diversity at our company. We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Hilton offers its eligible team members a comprehensive benefits package including medical and prescription drug coverage, dental coverage, vision coverage, life insurance, short-and long-term disability insurance, a 401(k) savings plan, paid time off, and our travel discount. The salary for this role varies by applicable and specialized experience and location (Colorado applicants: Please click for additional information.). Subject to plan terms and conditions, you will be eligible to participate in the Hilton Annual Incentive (Bonus) Plan, consistent with other team members at the same level and/or position within the Company.

Expected salary:

Location: Addison, TX

Apply for the job now!

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