Job Location: Orlando, FL
Put the World on Vacation
At Wyndham Destinations our mission is simple: to put the world on vacation. With a spirit of caring, creativity and fun, our teams help families and friends create memories that last a lifetime. As the world’s largest vacation ownership company and part of Travel + Leisure Co., we’re shaping the future of the travel industry.
If you are someone with a passion for process improvement and want to be part of a growing company who is focused on putting customers on vacation, the CRM Process Improvement Analyst is the role for you! In this role, you will work with the CRM team on high priority company initiatives to improve our systems by supporting the customer support process, gathering key metrics, and defining product requirements. You will also support the launch of new products as we continue our CRM transformation to truly know our customer through every interaction with us.
Responsibilities include, but are not limited to:
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Support the CRM team with the systems customer support process
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Track and improve key performance and system adoption metrics
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Effectively communicate with clients, peers, and leaders on upcoming system updates & releases, backlog prioritization, requirements and acceptance criteria, any anything else related to the system or process/workflow updates.
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Support product launches, development, and testing; ensuring that the product works as designed and that user adoption is as intended including demonstrating solution functionality to business stakeholders as needed
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Collaborate with internal support teams to identify and implement workflow gaps and areas for process improvement opportunities
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Write detailed requirements for new features, enhancements, and defects
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Assess complex business problems and processes to identify actionable opportunities for improvement
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Review and document current and future-state of processes
Minimum Requirements and Qualifications
Education
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BA/BS Marketing, Business, Computer Science or Engineering.
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Technical undergraduate education with business/product management professional experience will be considered
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Salesforce Administrator Certification Preferred
Knowledge and skills
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Ability to prioritize and manage multiple assignments simultaneously
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Demonstrated written and verbal communication skills with the ability to develop and articulate actionable, fact-based, insights, and recommendations.
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Demonstrated problem-solving, reporting, and critical thinking skills recommend original and productive ideas
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Demonstrated interpersonal skills, including the ability to partner with others and deal effectively with multiple projects and changing priorities
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Strong time and project schedule management skills required to consistently meet deadlines and ensure preparedness for launch or implementation of products, services, or initiatives
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Skilled at defining and documenting business processes and requirements for ongoing system improvement initiatives
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Experience translating business strategy and analysis into consumer facing digital products preferred
Technical Skills
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1+ year hands on experience with CRM system (preferably Salesforce)
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Proficiency in use of MS Office Applications (PowerPoint, Excel, Word, Visio)
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Reporting/statistical tools (Tableau, Microsoft BI)
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Experience with Agile software development methodology
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Atlassian project management tools (Jira, Confluence, etc.)
Job Experience
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1+ year of experience in business consulting, process/business improvement, or industrial engineering
A Place for Everyone
Hospitality is at the heart of all we do at Travel + Leisure Co., including how we treat each member of our growing community. Here, you’ll find a team that’s inclusive, values diversity, and is built on a foundational respect for people from all over the world.
We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to mycareer@wyn.com, including the title and the location of the position for which you are applying.
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