Digital Customer Experience Analyst in Orlando, FL by Bluegreen Vacations

Date Posted: 10/1/2021

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Orlando, FL
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    10/1/2021

Job Description

Purpose:

The Digital Customer Experience Analyst serves as a liaison between business stakeholders and the IT organization and/or Digital team in order to provide technical solutions to meet our customer's needs. This role is critical in supporting design and development teams to deliver valuable digital features and capabilities that align with needs of the business stakeholders and/or customers to enhance the overall customer journey. This role promotes a customer-centric mindset in daily project activities, builds expertise in the business, and understands the systems and capabilities. Other tasks performed by the Analyst include managing User Acceptance Testing for releases of new projects, as well as development and execution of test cases.

Responsibilities:

•Participation in new enhancement development; story review, refinement and integration. Drives a strong customer-centric focus across the business by ensuring that Voice of the Customer is accounted for in key business decisions, product development, and service improvement efforts. provides recommendations and works closely with stakeholders and digital teams to improve the customer journey and/or internal process and ensure the customer journey is largely consistent with a typical ‘travel industry’ experience.

•Creates and manages test scenarios/cases, and executes test cases for User Acceptance Testing (UAT), regression testing and performs validations in lower environments and Production for existing and new system enhancements and bug fixes. Facilitates defect triage & resolution reviews with Scrum team and Product Owner. Review and understand defects entered by IT team members and translate those into actionable items. Recruits testers as needed for large deployments. Provides sign-off for UAT and Night of Deployment (NOD). Produce reports on UAT team findings.

•Performs triage, troubleshooting and analysis of defects and issues reported to determine if the issue is a defect, enhancement, or user-error. Validate issues, documents for reproducibility and then submits IT tickets and escalations as needed.

•Contributes to the team’s overall understanding of products by serving as the SME for current systems, features, future enhancements, and new implementations.

•Provides technical and/or operational support to Marketing, Sales, and Servicing teams.

•Synthesizes customer data to develop preliminary insights in understanding how our customers use, value, and interact with our products and services. Responsible for identifying issues from a customer perspective, while digging into analytics and systems to better improve the overall experience.

•Evaluates website traffic, metrics, and conducts research to determine the customers' needs and how to best meet them.  Facilitates and conducts root cause analysis to determine the underlying drivers behind gaps.

•Partners with Learning & Development to communicate changes in functionality and use for associate training. Collaborates in creating end user documentation to ensure there is no interruption to the customer experience


Requirements:

•Bachelor’s Degree in Marketing or Information Technology, or related field required

•3-5 years’ experience in product development with a proven history of successfully launching digital projects. Prior experience with online implementations is required. Online or contact center travel experience a plus.

•Understanding of Agile methodologies 

•Understanding of Online Travel Platforms/Systems

•Understanding of Online Travel Site Usability Standards

•Understanding of effective User Acceptance Testing procedures

•Knowledge of Timeshare Industry a plus

•Self-sufficient; ability to operate effectively without close supervision but with strong partnership skills and ability to clearly define areas of ownership with other product leaders

•Ability to quickly identify critical decision points and potential issues and provide solutions, articulate business and technical implications/trade-offs, and make recommendations to project and executive leadership team

•Strong multi-tasking skills, ability to balance meeting critical deadlines while maintaining strong relationships with business teams, internal technical teams and vendor partners

•Demonstrated ability to manage multiple work-streams through: prioritization, planning, task delegation, and working with peers and vendors in a cross-functional setting, including development and testing done by off-shore teams

•Agile and flexible with regards to changing priorities and business needs and in working with diverse teams and people

•Outstanding presentation skills, including experience creating and delivering presentations to senior (c-level) executive team and driving to desired decision or outcome

•Excellent communication and negotiation skills critical


EOE Statement 

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  

COVID Safety Statement 

At Bluegreen Vacations, the health, safety and wellbeing of our associates, owners and guests are a top priority. In order to comply with state and local COVID-19 mandates, and in alignment with the most recent CDC guidelines, we have implemented various safety protocols within our operations, such as wearing masks and conducting temperature checks and health screenings for our associates. We promote fresh air and good hygiene, take great care to properly clean and sanitize our facilities, and offer associate benefits such as paid vacation and sick time, and paid time off to get your COVID-19 vaccine. We are all in this together! 



Other details

  • Job Family IT Systems Configuration & Programming
  • Job Function Merit Only
  • Pay Type Salary
  • Employment Indicator Regular
  • Required Education Bachelor’s Degree

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