Traveler Experience Specialist

Hotel Engine is a Denver-based travel tech company on a mission to radically simplify trip management for businesses. We’re not a cumbersome travel management company, nor an online price aggregator. We’re a powerful network that brings hotels and businesses together. Our members save time, money and effort in managing their lodging programs, and our partners get access to loyal, high-value business travelers. It’s a true win-win. Following a 2021 series B funding round at a $1.3 billion valuation, we achieved remarkable growth in 2023. We expect 2024 to be our best year yet.   Across our organization, we’re powered by exceptional talent. From our large Engineering and Product teams to Sales, Supplier Relations, Member Support, Data, Marketing and Operations, our team is forward-thinking, data-driven and customer-obsessed. We’re also a lot of fun — one of the many reasons we were named a Best Place to Work by Built In Colorado for the past four consecutive years.   We value our individuality, and we also understand that together, we thrive. Most importantly, we know we’re not for everyone! Complacency doesn’t live here. We’re focused on finding the right people who are energized by our culture and bring diverse experiences and backgrounds that will help us unlock our full potential. Click here to view our DNA , and if you like what you see, please read on! As a Traveler Experience Specialist at Hotel Engine, you will be responsible for analyz ing customer data to identify root cause and trends of customer issues. Your insights will play a crucial role in improving our customer experience and overall satisfaction . This role requires a unique blend of data analysis and customer-centric mindset.        In this role you will:   Utilize advanced data analysis techniques to extract meaningful insights and formulate strategies to reduce negative traveler experiences   Identify trends, patterns, and opportunities through data analysis to identify issues in real time and prevent them from impacting customers   Translate data findings into actionable recommendations for process improvements and customer service enhancements Become an expert on the customer journey & work with cross functional teams to implement creative solutions to enhance the customer experience   Identify inefficiencies and gaps in existing processes and assist in develop ing remediation plans to improve efficiency, eliminate gaps, and reduce opportunity for negative customer impact. Drive those plans with cross functional teams   Create detailed reports and visualizations to communicate findings to both technical and non-technical stakeholders   Monitor customer feedback and service data to identify emerging issues and areas for improvement Work with hotels and suppliers to proactively fix issues and educate to remediate existing issues   Qualifications: 3-5 years in analytics, support or other related field In-depth knowledge of hospitality industry procedures and practices preferred , special consideration given for hotel industry experience  Excellent communication skills, this is a partner facing role and there is a requirement to interact and work closely with hotels and suppliers   You are a self-starter, able to  operate effectively and with autonomy in a fast-paced environment with a high level of ambiguity, and you have experience building productive and positive relationships across an organization   You have  a track record of rigorous execution and high impact Proven experience in data analysis, preferably in  a customer experience or related field Highly detailed-oriented and exceptional organizational and follow-through skills are necessary Proficiency in SFDC and data analysis tools Cash Compensation: The base salary range for this role is $50,000 - $55,000. Final offer amounts are determined by multiple factors, including prior experience, expertise and may vary from the amount above. Remote Opportunities: This role is eligible for remote work. Hotel Engine is authorized to do business in all 50 states.   Hotel Engine Total Rewards Philosophy | We recognize that there is more to work than day-to-day responsibilities. Hotel Engine has been recognized on Built-in Colorado’s Best Places to Work list 3 years in a row (2020-2022) for our positive culture and robust growth opportunities.    As a company, we’re also dedicated to giving back to our greater community, and have comprehensive corporate social responsibility programs supporting community, social justice and environmental causes. In addition to a collaborative, high-performing team environment, we’re pleased to offer benefits including:     Competitive base salaries    Annual performance bonuses   Stock options for all associates + performance-based stock options    Insurance benefits including medical coverage (with a plan available at no cost to employees) + 100% paid dental and vision insurance    401(k) plan with a match program Unlimited PTO + 2 paid days each year to volunteer with your favorite non-profit   Paid parental leave and family medical leave   Hotel discounts through our exclusive platform   The ability to make a real impact in an incredibly fast-growing organization; you’ll never be just another cog in the wheel.