Guest Experience and Analytics Analyst

Here at Universal Parks & Resorts, you can enjoy an exciting culture where creating our unique Universal brand of thrilling experiences is a top priority. We are passionate about what we do and take pride in the exclusive ways we deliver fun.

Comprised of Universal Orlando Resort, Universal Studios Hollywood, Universal Studios Japan, Universal Studios Singapore, and a new destination coming in Beijing, China; we are proud to offer a universe of extraordinary opportunities. It takes a special kind of person to work at all of our destinations. We value individuals who know how to be part of a team, who embrace fun and are serious about their work. It takes hard work, dedication, knowledge and just the right amount of Universal spirit to open our doors of opportunity. We champion the power of cultural diversity and inclusion and continuously strive to maintain a team that is a reflection of our global audience.

Being a part of the Universal family also comes with extraordinary perks. We offer a comprehensive benefits package, career development, excellent growth opportunities, free park admission, complimentary passes, and more!

Join us if you want to collaborate, innovate, develop, and deliver the most compelling entertainment experiences imaginable that drive growth for the Universal brand around the world. Experience a workplace that will inspire you to be Bold! Apply today.

JOB SUMMARY: Responsible for identifying and analyzing positive and negative guest services trends. Reads, evaluates, codes and analyzes positive and negative guest comments. Serves as a liaison by sharing data with various individuals and/or divisions to better understand the guests needs and to evaluate and/or determine potential solutions based on the guests feedback.

MAJOR RESPONSIBILITIES:

• Responsible for analyzing weekly and monthly reports and trending guest comments. Creates reports to illustrate this information in a pleasant and comprehensible manner.
• Works closely with other divisions, shares data and researchs to discover trends which negatively impact the guest experience.
• Monitors Universal Orlando and other area theme park news and websites to help formulate creative insights and comparative reports and trends.
• Understands and actively participates in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Performs other duties as assigned.

SCOPE: Responsible auditing guest service comments, complying data and conducting trend analysis. Works closely the Guest Satisfaction Manager.

EDUCATION:

• High school degree or GED is required.
• Associates degree (AA) is preferred with a background in finance, accounting or computer science.
• Bachelors degree is preferred with a background in finance, accounting or computer science degree.

EXPERIENCE: 3-5 years of data entry, analysis and trending or equivalent combination of education experience preferred.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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