Business Analyst
Hilton Reservations and Customer Care (HRCC) is on a path to revolutionize human hospitality in a digital world, the same way we defined hospitality from its early beginnings. We strive to deliver personalized solutions that inspire a passion for travel, and our goal is to make a lasting impression with every Hilton guest with whom we interact.
What will I be doing?
Are you looking for an exciting career in a contact center manipulating data and impacting the business? If so this is the job for you!
The Business Analyst directly supports reporting and analysis with a specific focus on performance metrics in both the sales and service branches of the organization. You will also drive strategic decisions by utilizing various tools and advanced analytical skills to extract, prioritize, and analyze large amounts of data and effectively communicate findings to leadership.
Establish and Maintain Data Integrity:
- Understand valuable metrics, establish report processes, and identify data discrepancies and errors.
- Test and evaluate data accuracy for different datasets both within Oracle and in external data sources.
- Provide local IT team with business requirements and data requirements to support data structure, governance, and integrity.
Analyze and Understand Data:
- Use Business Intelligence (BI) tools and spreadsheets to manipulate data to create and combine automated reports to identify trends, relationships, and discover root causes of business outcomes.
- Design and implement advanced analytical processes to build predictive forecasting and target setting models to help set workload, consisting of both contact volume and handling times, as well as scheduling and headcount requirements to create efficient and effective staffing capacity on an intra-day level.
- Analyze contact flows and measure the efficiency and accuracy of the forecast, routing strategy, staffing, and scheduling in terms of service level and cost.
Communicate and Deliver Data Efficiently:
- Use BI tools to design and build dashboards with visualizations to show impactful trends, patterns, and relationships.
- Use verbal and written interpersonal skills to deliver concise analytical observations and recommendations to business owners and leadership.
- Participate in decision-making and advise business leaders using data.
What are we looking for?
We believe the success in this role will demonstrate itself through the following attributes and skills:
- Expertise with Microsoft Office Suite, with high proficiency in Microsoft Excel and PowerPoint.
- Deep understanding of the fundamentals of data structure and table relationships.
- An innovative and intellectually curious mind, willing to challenge the status quo to continuously improve.
- An ability to quickly learn and master new tools, programs, or languages, develop a versatile analytical toolkit.
- A desire to partner across teams and organizational functions with diversity in skills and perspectives to arrive at an effective solution.
- An affinity and passion for data to drive key strategic and tactical decisions.
- The ability to handle various tasks and competing deadlines, able to prioritize, plan and work to solve frictions or challenges.
To fulfill this role successfully, you should demonstrate the following minimum qualifications:
- Bachelor’s Degree in Mathematics, Statistics, Finance, or Business Analytics with at least three (3) years of Analytics experience or an Associate’s degree with at least nine (9) years of Analytics experience or a High School Degree/GED with at least fifteen (15) years of Analytics experience
- One (1) year of experience with SQL or SQL-based Business Intelligence Tools (e.g., MicroStrategy, Tableau, Alteryx, etc.)
- Travel - less than 10% of the time
It would be helpful in this position for you to demonstrate the following capabilities and distinctions:
- MA/MS Master’s Degree in mathematics, statistics, finance, business analytics, etc.
- Five (5) years in related business analytics experience
- Proficiency with Microsoft Access
- Experience with and knowledge of SQL
- Experience with statistical and predictive analytical models
- Experience communicating analytical recommendations to key business leaders
- Experience owning and managing projects and timelines, working directly with business partners
- Experience with building or maintaining databases or data warehouses
- Knowledge of database architecture and data modeling principles and techniques
- Contact center experience
What is it like working for Hilton?
Hilton is the world’s leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For over a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities, and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision to fill the earth with the light and warmth of hospitality unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!
We will ensure that qualified individuals with protected disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions of his or her role, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
