Sr. Analyst, Member

3 days ago

Kissimmee, FL, United States Daily Management Full time
Job Title: Senior Analyst, Member & Guest Experience

Department: Member Services & Guest Experience
Location: Fort Lauderdale, FL (Remote)
Reports To: Member & Guest Experience Manager
FLSA Status: Exempt

About Vacatia

Vacatia is a hospitality company redefining the timeshare and resort experience through innovation, flexibility, and exceptional service. We partner with premier resorts and property owners to deliver memorable vacations and drive value across every stage of ownership. Our collaborative culture values integrity, accountability, and creativity - empowering each team member to contribute to the company's growth while shaping the future of hospitality.

Position Overview

Vacatia is seeking a Senior Analyst, Member & Guest Experience to support our mission of delivering data-driven insights that elevate both member satisfaction and guest engagement. This role will develop Tableau dashboards, manage analytics requests, and generate actionable insights from surveys, reviews, calls, chats, and social channels.

As a key member of the Member & Guest Experience team, you'll partner cross-functionally with Operations, Marketing, Product, and IT to bring the Voice of the Customer (VoC) to life - helping drive smarter decisions, improve processes, and enhance every touchpoint in the Vacatia journey.

Key Responsibilities
  • Manage survey programs and VoC platforms, ensuring accurate sampling, governance, and automated Salesforce integrations.
  • Build and maintain dashboards tracking NPS, CSAT, GES, and key drivers across properties and channels.
  • Perform text, sentiment, and root-cause analyses to identify trends and improvement opportunities.
  • Conduct A/B testing and experiment design with cross-functional teams to validate changes.
  • Publish monthly and quarterly insights with clear business actions and measurable impact.
  • Train and empower stakeholders to self-serve data and insights using Tableau dashboards.
  • Maintain high standards of data quality, governance, and consistency across systems.
Qualifications
  • Bachelor's degree in Business, Economics, Analytics, or a related quantitative field.
  • 2+ years of experience in marketing or business analytics; hospitality or travel industry preferred.
  • 1+ years of experience with VoC, CX, or customer insights programs.
  • Proficiency in Tableau and working knowledge of SQL or Python required.
  • Familiarity with Salesforce and survey platforms such as Qualtrics or Medallia preferred.
  • Experience with AWS, Snowflake, Teradata, or Databricks is a plus.
  • Strong analytical storytelling skills - able to explain the "why" behind the data.
  • Excellent communication, organization, and cross-functional collaboration skills.
Why You'll Love Working Here
  • Impactful Work: Your insights will directly influence decisions across the business and improve the guest journey.
  • Collaborative Culture: Work alongside a passionate, cross-functional team that values innovation and transparency.
  • Flexibility: Remote role with strong work-life balance and the opportunity to shape Vacatia's growing analytics practice.
  • Growth Opportunities: Be part of a fast-growing company committed to professional development and continuous learning.


Working Conditions

This position is fully remote. A reliable high-speed internet connection and private workspace are required. Standard business hours apply, with occasional flexibility for key deliverables.

Join Vacatia and help redefine the future of hospitality through data-driven insights and exceptional customer experience.

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