Guest Experience Analyst / Service Support Associate

Role Description
Monitor and analyze guest/customer experience across service touchpoints (in-person, digital, and support channels) Track service quality metrics such as satisfaction scores (CSAT), Net Promoter Score (NPS), response times, and resolution rates Support frontline service teams by handling escalations, feedback cases, and service recovery coordination Collect and interpret guest feedback to identify trends, pain points, and improvement opportunities Assist in designing and improving service processes to enhance overall guest experience Collaborate with operations, customer service, and product teams to implement experience improvements Prepare reports and dashboards on guest satisfaction and service performance Conduct basic root cause analysis for recurring service issues Support training and coaching initiatives for frontline staff based on guest feedback insights Ensure service standards and SOPs are consistently followed across touchpoints Contribute to guest jour...