Senior Analyst, VOC

1 week ago

Fort Lauderdale, Florida, United States Daily Management Inc Full time $90,000 - $120,000 per year
Turn Guest Feedback Into Business Impact at Vacatia

Position: Senior Analyst, Voice of the Customer (VoC)
 Location: Fort Lauderdale, FL (Hybrid)

At Vacatia, we're not just redefining hospitality; we're transforming how guests and members experience every interaction with our brand. As a leader in resort and rental management, we combine innovation, guest-first service, and operational excellence to create unforgettable stays. Now, we're seeking a Senior Analyst, Voice of the Customer (VoC) to transform feedback data into actionable insights that drive loyalty, satisfaction, and operational improvements across our portfolio.

Why You'll Love Working at Vacatia

Impact That Matters: Your analysis will directly influence service improvements, product decisions, and guest satisfaction outcomes across our resorts and digital channels.

Cutting-Edge Tools: Work hands-on with platforms like Qualtrics, Medallia, Salesforce, Tableau, and advanced analytics to power close-the-loop processes.

Cross-Functional Influence: Partner with Operations, Product, Marketing, and IT to embed guest insights into core business strategies.

Growth & Ownership: Own end-to-end VoC analytics, from survey design and dashboards to insights and executive presentations.

A Brand That Cares: At Vacatia, your work ensures every guest voice is heard and every insight fuels better experiences.

Your Impact

  • Manage and optimize survey programs across the guest journey, ensuring accurate sampling, logic, and governance.

  • Build dashboards that track NPS, CSAT, CES, and issue categories by property, channel, and guest segment.

  • Run driver analysis, text analytics, sentiment modeling, and topic analysis to uncover root causes of satisfaction and dissatisfaction.

  • Configure and maintain integrations between VoC platforms and Salesforce for automated alerts and case management.

  • Operationalize close-the-loop processes, setting rules, SLAs, ownership, and reporting for resolution workflows.

  • Conduct A/B testing and design experiments with Operations and Product teams to validate improvements.

  • Publish monthly and quarterly insights reports with clear actions, assigned owners, and measurable financial impact.

  • Train leaders and property teams on dashboards, data literacy, and how to apply VoC insights.

What You Bring

  • Bachelor's degree in Business, Data Analytics, Hospitality, or a related field (or equivalent experience).

  • 2–4+ years in VoC, CX analytics, or customer insights, ideally within hospitality, travel, or membership businesses.

  • Hands-on expertise with VoC platforms such as Qualtrics, Medallia, or Forsta, including text analytics and workflows.

  • Strong SQL and dashboarding experience in Tableau or Power BI.

  • Ability to translate data into prioritized, actionable recommendations for senior leadership.

Bonus Points For:

  • Experience integrating VoC data with Salesforce or other CRM/case management platforms.

  • Familiarity with call transcription analytics and online review aggregators.

  • Skills in Python or R for advanced analytics.

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