Brand Value Analyst in Boca Raton, FL by Bluegreen Vacations

Date Posted: 1/3/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    1/3/2021

Job Description

Purpose:
 

The Brand Value Analyst reports to the Chief Executive Officer and acts as a value-centered, customer/process-focused analyst who supports the Bluegreen Senior Leadership team in their efforts to achieve innovative and sustainable results through customer satisfaction data.
 

Responsible for the stewardship of the Customer Experience and Guest Surveys and maintains a best-practice relationship with survey vendor and business executives to optimize all surveys.  Works with survey vendor and appropriate business executives to ensure technical and systematic issues with the Customer Experience system are being addressed and expected quality standards are being achieved.
 

Will measure survey initiation, distribution and analysis for owners to ascertain value proposition performance, and development of a strategic framework. Will be responsible for identifying opportunities to improve the customer experience by analyzing data, managing critical voice-of-the-customer listening posts and reporting on customer experience.


Responsibilities:
 

• Produce and maintain Medallia results reporting for the Executive Team. 

• Provide reporting of survey performance to all levels of our organization in order to identify opportunities for improvement.

• Monitor survey responses to identify tampering and manipulation and quickly address incidents to ensure accurate reporting of our survey results

• Provide department tracking on various changes, enhancements and communication with Medallia to ensure that items are completed and handled in a timely manner.

• Coordinate with the Corporate Compliance team within the Legal department, when appropriate, to facilitate audits that may include compliance issues

• Provide quantitative analysis of customer surveys and make recommendations to improve customer experience and client retention.

• Identify the main factors that delight and disappoint our customers and develop action plans through close partnerships with leaders, including senior leadership, product teams, the field and IT.

• Support survey design, onboarding and project management.

• Research and analyze customer comments from customer completed surveys.

• Code and disposition customer comments for scorecard development and performance management purposes.

• Provide assistance, expertise and/or survey data interpretation expertise; provide assistance and serve as a customer comment consultant; correct data errors, track and follow up on survey calibration processes, etc.

• Identify opportunities to improve customer experience

• Perform analysis on available data through surveys, secret shops, operational metrics, and other variables, to identify relationships, trends, and opportunities for improvement.

• Perform root cause analysis, including sample audits and text-data mining, to determine drivers of both dissatisfaction and satisfaction.

• Recommend improvements based on findings and present suggestions.

• Conduct regular configuration audits to ensure surveys are offered when expected or desired monitor survey data to ensure systems and processes are functioning as expected, including frequency of records, response rates, and drop rates.

• Perform analysis on anomalies in data to address challenges and maintain a regular flow of survey data.

• Support customer experience initiatives.

• Perform ad hoc analysis as needed to ensure the success of customer experience projects.

• Work collaboratively across Bluegreen departments to understand their business needs and how they contribute to the customer’s experience.

• Participate as a Customer Experience data expert on projects.

• Report on Customer Experience metrics as needed.

• Provide NPS reports by client and survey type as needed.

• Provide monthly reports on escalations and issues.

• Update Customer Experience Scorecards for identified clients (including compiling identified operational metrics which are key to customer experience)


Requirements:
 

• Bachelor’s degree in Accounting, Finance, Analytics or related field

• Experience analyzing and recommending improvements to customer experience and retention.

• Experience translating client/customer needs to customer experience journey maps as well as company policies, procedures, and detailed process flow maps.

• 5 years’ experience in a role requiring extensive data analysis.

• 5 years’ experience in a role requiring advanced skills in Excel.

• A passion for improving the customer’s experience.

• SQL expertise Familiarity with Microsoft Power BI.

• Familiar with primary research, including Net Promoter Score methodology

• Innovative thinker who anticipates and solves problems

• Uses common sense and good judgment to make impactful decisions

• Comfortable exercising discretion

• Superior relationship building skills and can adapt to multiple audiences, including executive leadership

• Comfortable dealing with conflict and providing solutions

• Detail-oriented

• Excellent communication skills (including oral, written, and presentation) Project and time management skills.

• Strong interpersonal skills, including the ability to build relationships and consensus, as well as effectively communicate and influence across various management/organizational levels.

• Self-motivation to complete multiple projects/tasks in a timely and accurate fashion

Our goal is to improve the quality of work/life by providing equal employment opportunities for all candidates and team members. Bluegreen Vacations Corporation believes that diversity and inclusion is critical to our success, and we seek to recruit, develop and retain the most talented people from a broad candidate pool. We are a drug-free workplace, and if offered employment, candidate must be willing to submit to a background check/drug test. EOE/DFW  

Other details

  • Job Family Corporate Finance (Financial Planning/Analysis)
  • Job Function Merit Only
  • Pay Type Salary
Apply Now
  • Boca Raton, FL, USA