Director, Guest Experience + Satisfaction

Hyatt - Chicago, IL

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Hyatt Corporate Office
IL - Chicago
Yearly US Dollar (USD) pay basis
Req ID: CHI009758

The Director, Guest Experience + Satisfaction will create competitive advantage for Hyatt Hotels Corporation and its growing portfolio of brands, by delivering fact-based guest understanding and insights that help set strategy and priorities globally. He/she will define and lead the learning agenda focused on the guest experience and provide insight leadership across the Hyatt portfolio. This means connecting and integrating all guest feedback sources holistically to improve guest satisfaction and the overall experience. He/she will work collaboratively with Commercial Services, Global Operations, and hotels, as a strategic insight partner to ensure that all decisions are guest centric and identify growth potential. This individual must translate data into consumer insights that are actionable, and must orient his/her team to do the same. This individual will report into the VP, Global Consumer Insights.

The specific scope for this role

Connect all feedback facets across the guest/member journey to guide and improve the holistic guest experience and grow loyalty to Hyatt:
Lead the voice of the customer program for Hyatt which includes vision, strategy, and day to day management of systems that capture feedback including and not limited to: survey, text, social reviews, chat, in-app feedback, etc., across the complete journey.
Continually evaluate, and set guidelines for the guest experience across the Global Contact Center, Digital enterprise, and Global Operations (at hotel and corporate offices)
Partner with VP Global Contact Center, SVP Digital, SVP Guest Experience, Operations leads globally, and Head of Guest Experience Innovation and their teams to create this integration and guest-centric focus
Analyze guest feedback across channels to identify insights in the data to improve the holistic experience; Ensure that data and insights are translated, communicated, and understood by all audiences
Continually evaluate emerging techniques, platforms, and providers and evolve the program to stay ahead of changes in consumer behavior to give Hyatt a competitive advantage
Utilize indirect reporting relationship of region Consumer Insights leads

Essential Duties & Responsibilities:
Demonstrate holistic thinking, strategic agility, influence, and leadership with all levels of the organization as a strategic insight partner
Help build and implement strategy and vision based on consumer learnings and opportunity identification
Lead and frame consumer learning agendas to address immediate and forward-looking business objectives
Lead and design ongoing guest feedback tracking/program, connecting elements across the guest journey
Lead, design, execute, and synthesize primary research, and source syndicated and secondary data when relevant
Create and manage global training to improve the guest experience (how to use tools and how to action data)
Provide Consumer Insight leadership with cross-functional teams, working in strategic partnership with Brand, Operations, Hotels, Sales, and Finance
Leadership and training responsibility for team
Partner with and manage vendor relationship
Communicate consumer insights in a clear and concise manner through storytelling, both written and verbal communication – sharing both what is learned and what recommendations the team/business should pursue
Demonstrate leadership in ambiguous situations
Develop and enhance standards and procedures for use company-wide and elevate core competencies and comfort levels with consumer insight application


Bachelors Degree in Marketing, Psychology, Engineering, Business, or related field required. Masters Degree preferred.
10+ years of relevant experience, preferably on client-side or combination of supplier-side and client-side experience, industry experience is preferred
5+ years of previous people management experience
Previous analytics experience leveraging data/consumer insights to drive results
Experience developing objective point-of-view, setting and realizing team vision/strategy, and building constructive rapport with cross functional teams
Extensive planning and project management experience
Experience utilizing and building guest experience and marketing fundamentals
Previous experience managing “the voice of the customer program” preferred
Experience with experimental design and fundamentals of market research
Experience devising effective solutions in unstructured situations
Proficiency with PowerPoint, Excel, Word, Tableau