Senior Customer Experience Analyst – Data‑Driven Guest Journey Strategy & Insight Leadership for arenaflex Vacation Planning

About arenaflex

arenaflex is a global leader in immersive vacation experiences, delivering unforgettable moments to millions of guests each year. With a legacy of storytelling, innovation, and world‑class service, arenaflex blends cutting‑edge technology with timeless hospitality to create destinations that inspire wonder and delight. Our portfolio spans theme parks, resorts, and digital platforms, all united by a single purpose: to turn every guest’s dream vacation into a reality.

At the heart of this mission is the Customer Experience Strategy and Intelligence team, a data‑centric hub that transforms raw information into actionable insight. By harnessing the power of advanced analytics, machine learning, and a deep understanding of guest behavior, we continuously refine the planning, booking, and on‑site experiences that set arenaflex apart from the competition.

Why This Role Matters

The Senior Customer Experience Analyst is a pivotal bridge between data, strategy, and execution. In this role you will influence high‑impact decisions that shape the entire guest journey—from the moment a prospective traveler first discovers arenaflex, through the planning and reservation stages, to the day‑of‑arrival experience. Your insights will guide product development, pricing, marketing, and operational initiatives, ensuring that every touchpoint reflects arenaflex’s commitment to excellence.

Key Responsibilities

• Strategic Influence: Partner with the Senior Customer Experience Strategy Manager to craft compelling business cases for new initiatives. Present data‑driven recommendations to senior executives and cross‑functional partners, securing buy‑in and resources for high‑visibility projects.
• Advanced Analytics: Leverage arenaflex’s extensive data assets to identify trends, prioritize workstreams, and develop a customer‑centric roadmap. Collaborate closely with data scientists and analytics engineers to select appropriate analytical techniques, build predictive models, and track key performance indicators (KPIs) such as Guest Satisfaction Scores, Conversion Rates, and Net Promoter Score (NPS).
• Storytelling & Insight Translation: Convert complex data sets into clear, concise narratives that illuminate business impact. Produce executive‑level presentations, dashboards, and written reports that articulate opportunities for product, pricing, forecasting, and marketing enhancements.
• Project Management: Lead cross‑functional project teams through requirement gathering, scope definition, milestone planning, and risk mitigation. Maintain transparent communication channels, providing regular status updates and adjusting plans as priorities evolve.
• Financial Planning Support: Contribute to long‑term and annual operating plans by supplying accurate, data‑backed inputs for Customer Experience initiatives. Align financial forecasts with strategic goals to ensure sustainable growth.
• Industry & Competitive Intelligence: Stay abreast of emerging trends, competitor strategies, and evolving guest expectations. Work in tandem with the arenaflex Consumer Insight Measurement and Analytics (CIMA) group to integrate external research into internal decision‑making.

Essential Qualifications & Skills

• 2–3 years of experience in strategy, business analysis, or data‑focused roles, preferably within a consumer‑oriented or hospitality environment.
• Demonstrated proficiency with Tableau, including dashboard creation, data blending, and storytelling capabilities.
• Strong analytical mindset with a proven ability to design, execute, and interpret quantitative studies, data quality assessments, and database management tasks.
• Solution‑oriented, creative problem‑solver who thrives on intellectual curiosity and continuous learning.
• Exceptional time‑management skills; ability to juggle multiple requests, prioritize effectively, and communicate progress proactively in a fast‑paced setting.
• Excellent written and verbal communication abilities, capable of translating complex concepts into concise, actionable recommendations for diverse audiences.
• Demonstrated relationship‑building skills, with a track record of collaborating across functional boundaries and influencing stakeholders at all levels.
• Self‑starter who can operate independently, manage workload autonomously, and deliver high‑quality results without constant supervision.

Preferred Qualifications

• Experience working on an analytics or insight team, where you partnered with data scientists, engineers, and business partners to drive measurable outcomes.
• Familiarity with arenaflex’s vacation planning ecosystem, including reservation systems, pricing engines, and guest journey mapping tools.
• Knowledge of advanced statistical techniques (e.g., regression, clustering, time‑series forecasting) and exposure to programming languages such as Python or R.
• Previous exposure to the entertainment or hospitality industry, providing context for guest expectations and competitive dynamics.

Education

Bachelor’s degree in Business Administration, Economics, Data Analytics, Statistics, or a related quantitative discipline. Advanced degrees (MBA, Master’s in Data Science) are a plus but not required.

Location & Work Environment

This position is based in Lake Buena Vista, Florida, the vibrant hub of arenaflex’s resort operations. Our office combines modern collaborative spaces with quiet zones for focused analysis. Flexible work arrangements are available, allowing you to balance on‑site collaboration with remote productivity as needed.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent:

• Base salary commensurate with experience, plus performance‑based bonuses tied to project outcomes.
• Comprehensive health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plans with company matching contributions.
• Generous paid time off, holidays, and vacation days to recharge and explore arenaflex destinations.
• Professional development stipend, tuition reimbursement, and access to internal learning platforms.
• Employee discounts on arenaflex tickets, merchandise, and resort stays.
• Wellness programs, on‑site fitness facilities, and mental‑health resources.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is limited only by your ambition. As a Senior Customer Experience Analyst you will:

• Gain visibility with senior leadership, positioning yourself for future roles such as Lead Analyst, Strategy Manager, or Director of Guest Insights.
• Work alongside world‑class data scientists, product managers, and marketing strategists, expanding your cross‑functional expertise.
• Participate in mentorship programs, hackathons, and industry conferences to sharpen your analytical toolkit.
• Contribute to high‑impact projects that directly influence millions of guests, providing a sense of purpose and measurable impact.

Company Culture & Values

arenaflex fosters an inclusive, collaborative environment where diverse perspectives are celebrated. Our core values—Imagination, Excellence, Integrity, and Guest‑First—guide every decision, from strategic planning to day‑to‑day interactions. We encourage curiosity, champion innovation, and support a healthy work‑life balance. Employees are empowered to take ownership, experiment, and learn from both successes and setbacks.

Commitment to Diversity, Equity & Inclusion

arenaflex is an equal opportunity employer. We welcome applicants of all backgrounds, including veterans, individuals with disabilities, and members of underrepresented groups. If you require a reasonable accommodation to explore this opportunity or complete the application process, please email [email protected]. We are dedicated to ensuring an accessible and supportive hiring experience for everyone.

How to Apply

If you are passionate about turning data into meaningful guest experiences and thrive in a dynamic, collaborative setting, we want to hear from you. Submit your resume, a cover letter that highlights your most relevant achievements, and any portfolio items that demonstrate your analytical storytelling prowess.

Join arenaflex and help shape the future of vacation planning for millions of dreamers worldwide.

Apply Job!