Analyst, Service & Culture Delivery

Key Accountabilities

• Lead the program health reporting and associated dashboards for service & culture programs and initiatives. 
• Analyze program health data to identify opportunities to improve adoption of tools and program engagement. 
• Collaborate in ongoing efforts to improve efficiency, effectiveness, and embedment of service & culture programs. 
• Responsible for the service & culture program day-to-day content management across Merlin, Heart of House, and other sustainment platforms/tools to drive performance for owners and operators. 
• Provide product management support to service & culture products including Hotel Experience Source, Merlin, and other sustainment platforms/tools. 
• Manage purchase orders and assist with budget management for the Service & Culture team. 
• Assist in annual planning process by providing key insight into program opportunities.

 

Key Shared Accountabilities

• Assist with HEC calls 
• Insights and analytics 
• Work with respective leaders to support service & culture content and platforms. 

 

Key interfaces

• Guest Shared Services 
• Global Marketing 
• Global Learning 
• Global & regional functions 
• Hotels 

 

Key metrics

• Adoption of training tools 
• Hotel Experience Champion program and product health 

 

Required Education, Experience, Technical Skills and Knowledge 

Education  

Bachelor’s or master’s degree in Hotel Management, Business, Education, or a relevant field of work – desired but not required. Or an equivalent combination of education and work-related experience. 

Experience  

2-5 years progressive work-related experience in global hospitality, program, or project management with demonstrated proficiency in multiple disciplines /processes related to the position. 

Technical Skills and Knowledge 

• Experience in supporting global programs or initiatives 
• Understanding of websites, content management, databases, tools, data warehousing, and data mining 
• Expertise in managing program health reporting inclusive of website and program performance 
• Commercially astute with knowledge of key metrics within the hotel industry – financial, service experience, engagement 
• Experience working in a global, culturally diverse organization 
• Experience collaborating internal and external stakeholders, including supplier management 
• Self-motivated and able to pursue own vision 
• Excellent communication skills, both written and verbal; articulate, persuasive & influential 
• Fluent in English, bilingual Spanish preferred 

 

Decision Rights

Owns:

• Service & Culture program health reporting 
• Service & Culture budget tracking 

 

Influences:

• Service training programs 
• Multi-brand solutions training programs 
• Hotel and corporate colleague learning curriculums 
• Hotel Experience Champion Program 
• Annual planning 

 

Work scheme

We operate under a hybrid working model with 4 days in the office and 1 remote day per week, combining in-person collaboration with the flexibility of working from home.

 

About us

At IHG, we’ve made a promise. As one of the world’s leading hotel groups, we’re here to deliver True Hospitality for Good. Making our guests and colleagues feel welcome, cared for, recognised and respected – wherever they are in the world. Want to be part of the journey?