Delaware North is currently seeking a mid-level Customer Experience (CX) Internal Consultant/Business Partner to be a part of our strategy to grow both customer insights and customer experience activation within our SportService subsidiary. As an internal CX Consultant, you will promote GuestPath, our proprietary program focused on identifying, measuring, and monitoring best practices in customer/guest experience in hospitality and sporting venues. This role requires up to 70% travel.
In this role, you will work with our on-site teams at major sporting facilities across the country to identify key areas for improvement, and the strategies and tactics to elevate the entire customer journey from purchase exploration to brand loyalty. If you have direct or indirect experience with the MLB, NHL, NFL, MLS or sporting venues, you'll love the excitement of bringing the best food & beverage and game-day experiences possible to legions of fans!
Due to the extensive travel to Delaware North's operations, this role is best served by those living in the East, South or Midwest regions. Those living in the West will incur slightly more travel time.
#LI-Remote
At Delaware North, we care about our associates. We are committed to invest in our people's personal and professional journeys, without you, there is no us. These are just some of the benefits we offer: health, dental, and vision insurance, 401(k) with company match, performance bonuses, paid vacation days and holidays, and generous friends-and-family discounts at many of our hotels and resorts. Click here to learn more.
Responsibilities- Drive the implementation of the Delaware North customer experience program's core components
- Ensure that guest experience processes and best practices are embedded in each operating unit
- Analyze guest experience data collected from various sources and identify opportunities for compliance and improvement
- Lead projects to improve the customer experience at a location, division or corporate level
- Educate stakeholders at all levels on the benefits of a guest experience program and related performance improvement tools and processes
- Provide high levels of support to under-performing locations and support the administration of GuestPath programs
- Three or more years in a performance improvement or operational customer experience (CX) role in a sport service operations setting
- Experience with change management, quality improvement, and customer satisfaction practices
- Ability to travel up to 70%
- Excellent motivation, attention to detail, organizational, communication, interpersonal, and problem-solving skills
- Service design or experience design background within a customer experience context is a plus
- A college degree in business, hospitality, quality or Certified Customer Experience Professional (CCXP) certification is a plus
At Delaware North, you'll love where you work, who you work with, and how your day unfolds. Whether it's in sporting venues, casinos, airports, national parks, iconic hotels, or premier restaurants, there's no telling where your career can ultimately take you. We empower you to do great work in a company with 100 years of success, stability and growth. If you have drive and enjoy the thrill of making things happen - share our vision and grow with us.
Delaware North Companies, Incorporated and its subsidiaries consider applicants for all positions without regard to race, color, religion, creed, gender, national origin, age, disability, marital or veteran status, sexual orientation, or any other legally protected status. Delaware North is an equal opportunity employer.