Analyst, Guest Experience

BRUTON HEIGHTS SCHOOL Williamsburg, VA 23185, USA

Description

Who We Are

Founded in 1926, the Colonial Williamsburg Foundation is a private, not-for-profit educational, historic, and cultural institution that owns and operates one of the largest and best-known museum complexes in the world. Our mission is “that the future may learn from the past” through preserving and restoring 18th-century Williamsburg, Virginia’s colonial capital. We engage, inform, and inspire people to learn about this historic capital, the events that occurred here, and the diverse people who helped shape a new nation.

Today, Colonial Williamsburg is the largest living history museum in the U.S. The Historic Area is the 301-acre restored colonial capital with 89 original buildings and 525 buildings reconstructed to how they appeared in the 18th century through extensive archaeological, architectural, and documentary research. The Historic Area is staffed by highly trained, historically dressed interpreters and expert tradespeople who bring the 18th century to life. The Foundation also owns and operates two world-class museums, the DeWitt Wallace Decorative Arts Museum, and the Abby Aldrich Rockefeller Folk Art Museum, The Bob and Marion Wilson Teacher Institute, and a renowned research library, the John D Rockefeller Jr Library.

Additionally, Colonial Williamsburg is home to five world class accommodations at the Williamsburg Inn, Williamsburg Lodge Autograph Collection, the Griffin Hotel, the Williamsburg Woodlands Hotels and Suites and the unique Colonial Houses in the Historical Area. Visitors may also indulge in food and drink at our many on-site restaurants and taverns that blend a historically inspired dining experience with today’s evolved tastes. Each year over five million people visit Williamsburg and another 20 million engage with us digitally.

Key Responsibilities:

1. Guest Experience Measurement and Metric Management

Manage the day-to-day operation of Colonial Williamsburg's guest experience measurement program. Maintain current measures for guest satisfaction, Net Promoter Score (NPS), feedback themes, service recovery activity, complaint volume, response timeliness, closure, and other approved indicators. Apply consistent definitions and document how each measure is calculated and used.

2. Measurement Vendor Relationship Management

Manage the day-to-day relationship with the vendor providing guest experience surveys, research, reporting, and other measurement services. Coordinate schedules, data transfers, deliverables, system access, and routine issue resolution. Monitor performance against the approved scope of work, review outputs for accuracy and usability, and elevate service, quality, or contractual concerns to the Director and appropriate internal partners.

3. Survey Administration and Measurement Methodology

Coordinate with the measurement vendor and internal stakeholders on survey design, sampling, distribution, response monitoring, question changes, and reporting methodology. Protect trend comparability when instruments or methods change. Review response rates, sample limitations, possible bias, and other methodological concerns before results are distributed or used to support decisions.

4. Guest Experience Performance Dashboard

Build, maintain, and regularly update the enterprise Guest Experience Performance Dashboard. Integrate approved measures from surveys, guest feedback, complaints, service recovery records, and operating data. Provide enterprise views and useful breakdowns by location, function, touchpoint, channel, or time period when the underlying data support that level of analysis.

5. Executive Summaries and Audience-Specific Reporting

Prepare concise executive summaries, recurring performance reports, and ad hoc analyses for the Director, Vice President, executive leadership, operating leaders, and other approved audiences. Tailor the depth and presentation of information to the needs of each audience. Clearly explain what the data establish, what they may suggest, and what requires additional review.

6. Guest Complaint Intake and Case Coordination

Serve as a central coordination point for guest complaints received through designated channels. Record and categorize concerns, confirm receipt when appropriate, assign or route matters to the responsible area, monitor response commitments, and document resolution and closure. Respond directly to complaints when assigned and elevate urgent, sensitive, unresolved, or recurring matters according to established standards.

7. Complaint Process Journeys and Workflow Design

Create and maintain end-to-end process journeys for guest complaints and related service recovery. Map how concerns enter the organization, move between teams, receive decisions, and reach closure. Identify unclear ownership, unnecessary handoffs, delays, communication gaps, and other friction points, then work with responsible leaders to improve the process.

8. Complaint Handling Standards and Accessibility

Apply complaint-handling practices that are visible, accessible, responsive, objective, confidential, and accountable. Help ensure that guests understand how to raise concerns, receive appropriate updates, and know when a matter is resolved. Identify barriers that may prevent guests with different abilities, language needs, or levels of digital access from using the complaint process.

9. Service Recovery Analysis and Follow-Through

Maintain service recovery records and monitor acknowledgment, ownership, response, escalation, follow-up, and closure. Identify matters that need immediate attention or additional operational review. Track whether agreed corrective actions are completed and whether recurring issues decline after improvements are implemented.

10. Voice of the Guest Data Management

Compile and organize information from surveys, direct comments, digital feedback, online reviews, correspondence, complaints, and other approved listening channels. Apply a consistent taxonomy so feedback can be compared over time and routed to the leaders best positioned to respond.

11. Trend Analysis and Operational Insight

Analyze quantitative results and qualitative feedback to identify significant patterns, emerging concerns, recurring pain points, and positive service themes. Distinguish isolated events from repeat conditions and avoid claims that exceed the available evidence. Translate findings into clear questions, review priorities, and recommended next steps for the Director and operating leaders.

12. Data Quality and Governance

Maintain documented standards for data definitions, collection, validation, categorization, access, retention, and reporting. Perform routine quality checks, reconcile discrepancies, preserve source documentation, and coordinate corrections with vendors and internal data owners. Handle guest, volunteer, employee, and operational information with appropriate confidentiality and discretion.

13. Systems and Reporting Tools

Administer or support the systems used for survey management, feedback collection, complaint tracking, service recovery documentation, dashboards, and reporting. Work with technology partners and vendors to resolve access or functionality issues, test changes, and maintain dependable reporting processes.

14. Cross-Functional Partnership

Work with Hospitality, Historic Area, Museums, Operations, Volunteer Programs, Learning and Development, Communications, technology teams, and other partners to obtain information, clarify findings, and support improvement work. Maintain a service-oriented approach while preserving objective analysis and clear accountability for data and follow-through.

15. Meeting and Review Support

Prepare materials for recurring guest experience and volunteer program reviews. Maintain action logs, record decisions, confirm owners and due dates, and provide status updates on agreed actions. Ensure that reports and meeting materials use current data and consistent definitions.

16. Continuous Improvement

Recommend practical improvements to measurement methods, dashboards, complaint workflows, service recovery tracking, volunteer reporting, and executive summaries. Evaluate whether changes improve data reliability, response timeliness, reporting usefulness, and the organization's ability to address recurring concerns.

Preferred Qualifications:

• University degree in Business Analytics, Data Analytics, Business Administration, Hospitality Management, Tourism, Statistics, Social Science, Information Systems, or a related field preferred, or equivalent professional experience.
• Minimum of 3 years of professional experience in business analysis, customer or guest experience measurement, market research, hospitality analytics, program evaluation, business intelligence, or a related field.
• Demonstrated experience maintaining dashboards and recurring performance reports for operational and leadership audiences.
• Experience working with customer, guest, visitor, or employee surveys and satisfaction measures such as NPS or comparable metrics.
• Experience managing a day-to-day vendor relationship, including deliverables, timelines, data quality, issue resolution, and performance follow-through.
• Experience handling complaint, case management, service recovery, or customer response workflows, including routing, escalation, documentation, and closure.
• Experience with customer journey mapping, process mapping, workflow analysis, or comparable methods for identifying handoffs and friction points.
• Working knowledge of survey research and measurement practices, including questionnaire design, sampling, response rates, response bias, trend comparability, and appropriate interpretation of results.
• Proficiency with dashboard and data visualization tools such as Power BI or Tableau, along with advanced spreadsheet skills. Experience with survey platforms, CRM systems, case management tools, or comparable applications preferred.
• Working knowledge of descriptive statistics and the ability to explain variation, sample limitations, and uncertainty to nontechnical audiences. Experience with SQL, text analytics, or statistical software is preferred.
• Ability to analyze quantitative and qualitative information together and distinguish observed results from possible explanations that require further investigation.
• Strong written communication skills, including the ability to prepare accurate executive summaries and audience-appropriate reports.
• Strong organizational and project management skills, with the ability to manage recurring deadlines and urgent guest matters at the same time.
• Sound judgment and discretion when handling guest complaints, personal information, volunteer data, service recovery records, and executive reporting.
• Experience in a high-volume hospitality, museum, cultural attraction, tourism, nonprofit, education, or other visitor-facing organization preferred.
• Ability to work effectively across departments and with external vendors without direct authority over every contributor or data owner.
• Ability to work full-time on-site in Williamsburg, Virginia. This position is not eligible for hybrid work.

Core Competencies:

• Guest experience measurement and reporting.
• Volunteer program metrics and analysis.
• Dashboard development and maintenance.
• Executive summaries and data storytelling.
• Measurement vendor relationship management.
• Survey administration and measurement methodology.
• Guest complaint coordination and response.
• Complaint journey and process mapping.
• Accessible and accountable complaint handling.
• Service recovery tracking and escalation.
• Quantitative and qualitative trend analysis.
• Data quality, documentation, and governance.
• Survey, feedback, and case management systems.
• Cross-functional collaboration.
• Process improvement and follow-through.
• Judgment, confidentiality, and discretion.

Performance Indicators:

• Accurate and timely guest experience metrics maintained according to documented definitions and reporting schedules.
• Reliable volunteer program reporting that provides useful visibility into recruitment, onboarding, placement, scheduling, coverage, retention, volunteer experience, and program growth.
• An accurate and regularly updated Guest Experience Performance Dashboard that leaders can use to understand enterprise and operating-area performance.
• Executive summaries and operating reports delivered on schedule, tailored to the intended audience, and clear about findings and limitations.
• Effective day-to-day management of the measurement vendor, with complete deliverables, timely issue resolution, and documented follow-through on service or data quality concerns.
• Survey methods and reporting changes documented and reviewed for their effect on response quality, comparability, and interpretation.
• Guest complaints consistently recorded, categorized, routed, monitored, and closed according to established standards.
• Timely escalation of urgent, sensitive, unresolved, or recurring guest concerns to the Director and responsible operating leaders.
• Documented complaint process journeys that clarify ownership, handoffs, response expectations, escalation points, and closure requirements.
• A complaint process that is accessible, responsive, objective, confidential, and understandable to guests using approved feedback channels.
• Impro