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Holiday Inn Club Vacations · 10 hours ago

Customer Insights Analyst

Orlando, FL

Full-time

Onsite

Entry, Mid Level

1+ years exp

Holiday Inn Club Vacations is seeking a Customer Insights Analyst to review call transcriptions and identify key themes and actionable insights related to customer sentiment. The role involves transforming qualitative data into recommendations that enhance operational performance and customer experience.

Travel

H1B Sponsor Likely

Responsibilities

Review and interpret large sets of call transcriptions for sales, service, and/or compliance teams

Identify recurring customer themes, objections, questions, requests, and sentiment drivers

Classify call content into structured categories for trending and reporting

Evaluate customer tone, intent, and behavioral indicators using both manual review and AI-assisted tools

Highlight emerging customer concerns, product issues, competitive insights, and opportunity areas

Track and report on shifts in customer expectations, satisfaction drivers, and market-related commentary

Build summaries and dashboards showing trends over time

Recommend improvements to scripts, training, product messaging, or process design based on findings

Develop weekly, monthly, and ad-hoc insight reports with clear visuals and narratives

Present findings and recommendations to leaders across Operations, Training, Sales, and Compliance teams

Maintain documentation of coding methods, tagging frameworks, and insight-generation processes

Partner with Sales, Operations, and Compliance leadership to understand priorities and define insight needs

Work with analytics and technology teams to improve transcription models, tagging accuracy, and data pipeline quality

Support ongoing projects such as voice-of-customer programs, agent coaching initiatives, and product feedback loops

Qualification

Data analysisCustomer experience researchSales analyticsExcel proficiencyVisualization toolsCall transcription systemsSentiment analysis toolsAnalytical thinkingCollaborationAttention to detail

Required

1 - 3+ years of experience in data analysis, customer experience research or related field (sales or marketing preferred)

Strong understanding of customer experience, contact center operations, or sales analytics

Strong analytical thinking and ability to identify patterns in unstructured data

Preferred

Advanced proficiency with Excel and at least one visualization tool (e.g., Power BI, Tableau, Power Point, etc.)

Familiarity with call transcription systems or conversational analytics tools. (Cresta, Call Miner, or equivalent)

Familiarity with natural-language-processing concepts, keyword clustering, or sentiment analysis tools

Previous sales or marketing experience

Company

Holiday Inn Club Vacations

Glassdoor3.6

Holiday Inn Club Vacations is a hospiatlity firm with various hotels and resorts.

Founded in 1982

Orlando, Florida, USA

5001-10000 employees

http://jobs.holidayinnclub.com/

H1B Sponsorship

Holiday Inn Club Vacations has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (2)

2022 (2)

2021 (1)