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About workpinnacle and the Future of Hospitality
Welcome to workpinnacle, a global leader in hospitality that has been shaping unforgettable travel experiences for over a century. With a portfolio that spans hotels, resorts, and lifestyle brands, workpinnacle has welcomed more than 3 billion guests worldwide. Our mission is simple yet powerful: to deliver personalized, technology‑driven service that turns every interaction into a memorable moment. As we continue to innovate in a digital age, we’re building a culture that values curiosity, collaboration, and continuous improvement.
Why Join workpinnacle?
At workpinnacle, we believe that the best ideas come from a diverse team that feels empowered to challenge the status quo. We offer:
- Workplace Flexibility: A fully remote environment that supports work‑life balance.
- Career Growth: Structured learning paths, mentorship programs, and cross‑functional projects.
- Competitive Compensation: A market‑aligned salary, performance bonuses, and a robust 401(k) savings plan.
- Health & Wellness: Comprehensive medical, dental, vision, and life insurance, plus short‑ and long‑term disability coverage.
- Travel Perks: Exclusive workpinnacle travel discounts for you and your family.
- Inclusive Culture: A workplace that celebrates diversity, equity, and belonging.
Role Overview
As a Business Analyst – Customer Experience & Data Insights, you will be the analytical engine behind workpinnacle’s contact center operations. You’ll transform raw data into actionable insights, drive strategic decisions, and help us continuously elevate the guest experience. This role is fully virtual, allowing you to collaborate with teams across the globe while enjoying the flexibility of remote work.
Key Responsibilities
- Data Integrity & Governance: Define and enforce data quality standards across all customer experience datasets. Identify discrepancies, collaborate with IT to resolve issues, and maintain documentation for audit readiness.
- Advanced Analytics & Reporting: Build and maintain dynamic dashboards using BI tools such as MicroStrategy, Alteryx, Tableau, and R. Automate recurring reports to provide real‑time visibility into key performance indicators (KPIs).
- Insight Storytelling: Translate complex data patterns into clear, concise narratives for executive leadership. Present findings in both written and verbal formats, ensuring stakeholders understand the implications and recommended actions.
- Ad‑Hoc Analysis & Root Cause Investigation: Respond to urgent analytical requests from Workforce Management, Planning, and Operations teams. Conduct root cause analysis, process mapping, and trend analysis to uncover opportunities for improvement.
- Cross‑Functional Collaboration: Partner with product managers, IT, marketing, and finance to align data initiatives with business objectives. Facilitate workshops and brainstorming sessions to co‑create solutions.
- Project Ownership: Lead end‑to‑end analytics projects, from scoping and requirements gathering to delivery and post‑implementation review. Manage timelines, resources, and stakeholder expectations.
Essential Qualifications
- High School Diploma or GED (minimum).
- At least 2 years of experience analyzing data in a contact center or customer service environment.
- Proficiency in Microsoft Excel (advanced formulas, pivot tables, macros) and PowerPoint.
- Hands‑on experience with BI tools (MicroStrategy, Alteryx, Tableau, R, or similar).
- Strong understanding of database structures, relational concepts, and data extraction techniques.
- Demonstrated ability to manage and deliver projects on time and within scope.
- Excellent written and verbal communication skills, with the ability to present complex data to non‑technical audiences.
Preferred Qualifications
- Bachelor’s or Associate’s degree in Business Administration, Finance, Data Analytics, or a related field.
- 3 + years of experience in data storytelling and dashboard creation.
- Experience with additional BI platforms such as Adobe Analytics or Power BI.
- Knowledge of SQL and data modeling best practices.
- Familiarity with contact center metrics (e.g., AHT, CSAT, FCR, NPS).
- Experience working in a fast‑paced, global organization.
Core Competencies
- Analytical Thinking: Ability to dissect large datasets, identify trends, and derive actionable insights.
- Curiosity & Innovation: A passion for exploring new tools, techniques, and methodologies to improve processes.
- Collaboration: Comfortable working across diverse teams and building consensus.
- Time Management: Skilled at juggling multiple priorities and meeting tight deadlines.
- Adaptability: Quick to learn new technologies and adjust to evolving business needs.
Career Growth & Learning Opportunities
At workpinnacle, your professional development is a top priority. You’ll have access to:
- Structured learning paths in data science, analytics, and business strategy.
- Mentorship from senior leaders in analytics and operations.
- Opportunities to lead cross‑functional initiatives that shape workpinnacle’s global strategy.
- Annual conferences and workshops to stay ahead of industry trends.
- Internal mobility programs that allow you to explore roles in product, marketing, or finance.
Work Environment & Culture
Our remote-first culture means you’ll work from wherever you thrive—whether that’s a home office, a co‑working space, or a coffee shop. We support this flexibility with:
- Regular virtual team check‑ins and social events.
- Access to a digital collaboration suite (Slack, Teams, Miro).
- Clear communication channels and transparent decision‑making processes.
- A culture that celebrates data‑driven success and encourages experimentation.
Compensation & Benefits
While the exact salary will depend on experience and location, workpinnacle offers a competitive package that includes:
- Base salary aligned with market benchmarks.
- Performance‑based bonuses through the workpinnacle Annual Incentive (Bonus) Plan.
- 401(k) savings plan with company match.
- Health, dental, vision, and life insurance.
- Short‑ and long‑term disability coverage.
- Paid time off, including vacation, sick leave, and holidays.
- Exclusive workpinnacle travel discounts.
- Professional development stipend and tuition reimbursement.
How to Apply
Ready to make a measurable impact on the guest experience at workpinnacle? Click the link below to submit your application and join a team that values innovation, collaboration, and excellence.
Equal Opportunity Employer
Workpinnacle is committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and provide reasonable accommodations for qualified individuals with disabilities throughout the hiring process.
Apply for this job