Senior Analyst, Co-Brand Operations and Customer Experience
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Senior Analyst, Co-Brand Operations and Customer Experience

Hilton

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Senior Analyst, Co-Brand Operations and Customer Experience

About the job

***The preference is Dallas, TX but will also consider Mclean, VA and Memphis, TN***

Our Customer Engagement, Loyalty, and Partnerships Team increases Hilton consumer growth through strategically designed partnerships and campaigns and builds awareness for our industry award-winning Hilton Honors loyalty program. The team is focused on increasing customer acquisition and retention through Hilton direct channels such as the Hilton Honors mobile app, Hilton.com website, and reservations agents. In addition, the team generates engagement and repeat business through recognition of loyalty benefits and earned rewards during guest stays.

What will I be doing:

Are you a well-organized manager and planner, who elevates the work of others by keeping projects running efficiently and on time? Are you an upbeat self-starter who takes ownership and initiative? If this sounds like you, then you may be the newest member of the team!

As the Senior Analyst, American Express (AMEX) Operations & Customer Experience, you are responsible for a broad set of business activities that support the general management of Hilton's Co-Branded credit card program & global partnership with American Express. Your main responsibility will be to support the ongoing operational functioning of the Co-Brand program by working in a cross-functional and inter-company collaborative manner to document, improve, and deliver operational processes. Additionally, you will create, maintain, and supervise processes to effectively provide a detailed customer experience. Finally, you will communicate updates with internal partners and AMEX on new and existing business processes.

More specifically you will:

  • Collect, analyze, and detail key business processes including management of promotional bonus code process • Own the weekly/monthly/quarterly reporting and operational support of key Co-Brand initiatives
  • Own and lead the Hilton Gift Card Program and Global Merchant Services relationship with AMEX, including all operational activities such as problem resolution and maintenance
  • Management and status reporting on customer experience risk-tracking, escalation, and problem resolution
  • Partner with Finance, Marketing, and Co-Brand team on invoice tracking
  • Support Senior Manager on priority projects to build new capabilities and processes or strengthen existing processes based on capacity

What are we looking for:

We believe the success in this role will demonstrate itself through the following attributes and skills:

  • Experience bringing teams together and encouraging a culture of collaboration by working optimally across multiple organizational cultures and across multiple functional teams
  • An excellent communicator who advances the work by building clear understanding, identifying knowledge gaps, expectations, and deadlines
  • Strong project/process leadership skills with a results-oriented mentality
  • Strong analytical and Excel skills with an eye for detail

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

  • Three (3) years of operations, project management, or business process experience
  • Experience working in a project support role for a consulting firm, agency, or global enterprise
  • Proven command of PowerPoint and Excel with the ability to build compelling stories with data, text, and visualization tools
  • Ability to travel up to 25%

It would be useful in this position for you to demonstrate the following capabilities and distinctions:

  • BA/BS Bachelor's Degree in Business or Marketing

What is it like working for Hilton?

The future of hospitality is bright at Hilton: a leading global hospitality company with a diverse portfolio of world-class brands. 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 programs and benefits 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 diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram 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 his or her role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Closed

Senior Analyst, Co-Brand Operations and Customer Experience

Addison, TX, United States

Full-time, Indefinite

Start Date:

Latest start date:

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