Analyst, Commercial Capabilities Loyalty Platforms

The Hilton Customer Experience team uses guest insights to evolve our already industry-leading, differentiated channels and deliver frictionless, personalized experiences for our customers. From digital key to controlling your room via our app, we humanize the digital experience to serve our always-connected consumers with unique offerings in the best channels so that they continue to feel that Hilton hospitality every step along their journey with us.

What will I be doing?
You will be part of the Commercial Capabilities team focused on enabling new and evolving current capabilities that drive the overall Honors strategy. Your work will be focused on enabling new capabilities that address business needs from cross-platform teams that support our loyalty platforms and the overall Honors program and member experience. You will document those needs and see them through to delivery. You will be an integral part of a passionate, results-oriented, multi-functional team dedicated to delivering a flawless and connected experience for our customers.

More specifically, you will:

• Work directly with Business Stakeholders, external partners, and IT partners on new Enhancement
• Document requests including requirements gathering, tickets, user stories
• Report on the progress of multiple pieces of work, coordinate meetings, and action items, and execute follow-ups
• Troubleshooting issues as they relate to the loyalty platform and coordinating with Platform Support on resolution and timeline
• Be the liaison between vendors, service providers, and internal business partners to ensure work is being completed within scope of project
• Work with internal partners and vendors to plan product releases, mitigate risks prior to release, and communicate with all key partners during the release and throughout the entire process
• Document how the Loyalty Platforms team should utilize new capabilities/enhancements, and update or create SOP’s to support enhancements

What are we looking for?
We believe the success in this role will demonstrate itself through the following attributes and skills:

• Experience in supporting and enhancing MarTech platforms
• Effective research, analytical, and problem-solving skills
• Experience with conducting root cause analysis, documenting the results, and communicating to stakeholders
• High level of professionalism, integrity, and communication skills
• Experience working with software vendors on a day-to-day support basis
• Self-starter who can manage multiple efforts with little supervision

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

• Six months (6) of overall professional work experience
• Experience in problem resolution, including identifying the root cause, scope, and scale of issues
• Experience gathering and documenting business requirements and working with user stories
• Hands-on experience with SQL queries and databases
• Experience working with internal and external partnerships

It would be helpful in this position for you to demonstrate the following capabilities and distinctions:

• BA/BS Bachelor’s Degree in Information Systems, Computer Science, or related field
• One (1) year of experience in the hospitality, travel, marketing, or technology industries
• Exposure to cloud platforms, technologies, and processing environments

What is it like working for Hilton?

The future of hospitality is bright at Hilton : a leading global hospitality company with a diverse portfolio of world-class brands . Dedicated to filling the earth with the light and warmth of hospitality, we have welcomed more than 3 billion guests in our more than 100-year history. Hilton is proud to have an award-winning workplace culture, and we are consistently named among one of the World’s Best Workplaces.

We support the mental and physical wellbeing of all Team Members, so they can Thrive, thanks to innovative programs and benefits such as workplace flexibility, career growth and development, and our Go Hilton travel discount program. Hilton prioritizes understanding and integrating our Team Members’ unique perspectives and voices—along with those of our Guests, Owners, Suppliers, and Partners—to cultivate a diverse and inclusive environment for all. Check out the Hilton Careers blog and Instagram to learn more about what it’s like to be on Team Hilton! 

We are an equal opportunity employer and value diversity at our company. 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 their role, and to receive other benefits and privileges of employment. Please contact us to request accommodation.