Customer Experience Program Coordinator Hybrid AZ

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Join BWH Hotels – Where Passion Meets Purpose

At BWH® Hotels, we don't just offer employment opportunities, we create opportunities to be part of something extraordinary. As a global leader in hospitality for nearly 80 years, our vision is to inspire travel through unique experiences. Joining our corporate team means becoming part of a dynamic and inclusive community that values innovation, collaboration, and making a meaningful impact in the travel industry.

Headquartered in Phoenix, Arizona, BWH Hotels boasts a powerful portfolio of 18 brands, including WorldHotels™, Best Western® Hotels & Resorts, and SureStay Hotels®, with approximately 4,300 hotels in over 100 countries. We take pride in our top-ranking employee engagement scores and foster a workplace culture where your contributions truly matter. Join us and be part of a team that's shaping the future of hospitality!

Job Purpose

The Customer Experience Representative supports the seamless adoption and ongoing use of the Medallia platform and the Canary Guest Management System (GMS) across the organization. This role provides system support, reporting, onboarding coordination, and resource development while delivering outstanding internal customer service. It’s ideal for someone who enjoys problem solving, technology, and helping users get the most from their tools.

Key Responsibilities

  • Coordinate new hotel onboarding and enrollment into CX platforms, ensuring accurate setup and timely activation.
  • Serve as a knowledgeable resource for hotels and internal teams globally regarding CX platform functionality, troubleshooting, and best practices.
  • Provide reporting, administrative support, and maintenance related to CX platforms.
  • Serve as the primary first point of contact for members and staff with system questions or support needs.
  • Identify trends in user needs and proactively develop resources, guides, and training materials.
  • Host webinars, conduct tutorials, and support onboarding for new users.
  • Collaborate with colleagues to improve processes, documentation, and internal knowledge resources.
  • Support continuous improvements by uncovering enhancement opportunities and create evidence‑based tests to measure effectiveness.

Preferred Experience and Education

  • 12–18 months of experience in customer experience, hotel operations, administrative support, technical support, or a related field.
  • Experience with the Medallia and/or Canary platforms preferred.

Required Knowledge and Skills

  • Beginner to intermediate proficiency with the Microsoft Office Suite.
  • Strong interpersonal and communication skills.
  • Ability to learn new systems quickly and explain technical concepts clearly.
  • Solid organizational skills and attention to detail.
  • Works under general supervision while following established processes and procedures.
  • Manages multiple priorities and completes tasks independently.
  • Maintains strong attention to detail by ensuring accuracy, completeness, and consistency.
  • Demonstrates adaptability and professionalism when handling challenging internal or external customer situations.
  • Provides timely and thorough follow-up on questions, tickets, and escalations.
  • Understanding of customer experience, customer service, or hotel operations.
  • Ability to clearly articulate the value of customer experience to business success.
  • Strong verbal and written communication skills.
  • Maintains professionalism and builds positive, productive relationships with colleagues and hotels at all levels.
  • Troubleshoots and resolves routine system issues efficiently.
  • Clearly articulates problems and escalates them according to established procedures.

Work Location and Schedule

  • This is a hybrid position, requiring onsite presence Mondays, Wednesdays and Fridays at our Global Operations Center, with the option to work remote on Tuesdays and Thursdays.  This hybrid model fosters intentional collaboration, teamwork, connection, and productivity, while still providing flexibility and work life balance.  The office address is 20400 N 29th Avenue, Phoenix, Arizona 85027.
  • Typical working hours are Monday through Friday, 8am to 5pm (Arizona Time); alternate work hours may be considered and can be discussed with hiring manager.

This position is not eligible for immigration sponsorship. 

Benefits Summary for Full-Time Employees  

· Medical/Dental/Vision available day one 

· Vacation/Sick- accruals start day one 

· Paid company holidays and personal holidays to celebrate what’s important to you  

· 401K - company contribution and match (U.S.) 

· Registered Retirement Savings Plan (RRSP) – company contribution and match (Canada) 

· Employee discounts/hotel discounts 

· Free financial and health wellness programs 

· Tuition Reimbursement 

Equal Employment Opportunity

BWH Hotels (the "Company") maintains a policy of equal employment opportunity for all employees and qualified applicants for employment without regard to race (including hair textures and hair styles associated with race), color or pigmentation, religion, religious creed (including religious dress and grooming practices), national origin, ancestry, alienage or citizenship status, caste, age, disability, gender, gender identity or expression, sex, sexual orientation, LGBTQIA+ individuals, height, weight, pregnancy status, childbirth or related medical conditions, genetic information, uniformed service or veteran status, marital status, or any other characteristic protected by applicable federal, state, provincial, or local laws. The Company’s equal employment opportunity policy applies to all aspects of employment with the Company, including, but not limited to, hiring, promotion, transfer, benefits, discipline, and termination.