• Structure and maintain the organization's job and salary framework, ensuring continuous updates to tables, ranges, policies and internal movement criteria; • Perform salary analyses to inform decisions on promotions, job classifications and adjustments, proposing alternatives aligned with compensation guidelines and the company budget; • Manage annual merit, promotion and salary calibration cycles, ensuring consistency, fairness and adherence to internal policies; • Conduct market surveys and benchmarking studies, identifying opportunities to improve compensation competitiveness and supporting proposals for policy revisions; • Maintain and update job descriptions across the organization, supporting leaders in clearly defining responsibilities, requirements and the scope of positions; • Support the design and review of Variable Compensation policies (ICP, bonuses, commissions) and incentive programs, contributing to the effectiveness of recognition mechanisms; • Develop and maintain HR metrics, structure databases and build management and executive dashboards that turn data into actionable inputs for decision-making; • Support the identification, development and implementation of automations and AI-driven solutions for HR processes, contributing to the area’s evolution and scalability; • Propose continuous improvements to compensation and data management practices, policies and processes, with a systemic view and a results-driven focus.

Role Description We are seeking an experienced Pega Developer Analyst to support and enhance survey operations, customer engagement initiatives, respondent services, and CRM-related business processes. This role is responsible for overseeing survey onboarding and rollover activities, managing customer communications, maintaining knowledge management resources, supporting operational reporting, and coordinating system integrations. The ideal candidate will have experience managing complex business processes, supporting CRM platforms, working with cross-functional teams, and driving operational improvements. While familiarity with CRM and workflow systems is beneficial, this role is focused primarily on business operations, process management, system administration, and stakeholder support rather than hands-on application development. Key Responsibilities - Survey Operations & Program Management - Coordinate and manage survey onboarding, setup, configuration, approvals, and rollover activities. - Ensure survey programs are launched accurately and on schedule. - Support survey workflows, routing processes, service level agreements (SLAs), and respondent communications. - Partner with business stakeholders to identify and implement process improvements related to survey operations. - Maintain survey-related configurations, user assignments, and operational controls. - Customer Engagement & Respondent Services - Support CRM-driven customer engagement and respondent service initiatives. - Monitor and improve respondent experiences across communication channels. - Collaborate with internal teams to resolve customer service issues and operational challenges. - Ensure business processes and workflows are functioning effectively and efficiently. - Marketing Campaign Support - Coordinate outreach campaigns and communication efforts supporting survey participation and customer engagement. - Support email and SMS communication initiatives and monitor campaign effectiveness. - Assist with audience segmentation, communication strategies, and campaign execution. - Knowledge Management & Self-Service Support - Maintain knowledge articles, FAQs, topics, and self-service content to support respondents and internal users. - Support search functionality and content organization to improve information accessibility. - Partner with business teams to ensure knowledge resources remain current and accurate. - Data Management & System Support - Coordinate data management activities related to survey onboarding, user assignments, account mappings, and operational processes. - Support integrations and data exchanges between CRM systems and related applications. - Work with technical teams to troubleshoot data and system issues impacting business operations. - Assist in testing and validating system changes and enhancements. - Reporting & Performance Monitoring - Develop and maintain operational reports, dashboards, and performance metrics. - Track survey activity, customer interactions, operational effectiveness, and service delivery metrics. - Analyze trends and provide recommendations to improve efficiency, customer experience, and business outcomes. - Prepare reports and presentations for leadership and program stakeholders. - Operational Support & Continuous Improvement - Monitor system performance and operational processes to identify issues and improvement opportunities. - Coordinate issue resolution efforts with technical and business teams. - Support platform upgrades, process enhancements, and modernization initiatives. - Participate in Agile teams and continuous improvement efforts to improve business operations and service delivery. Qualifications - Bachelor’s degree in Business Administration, Information Systems, Operations Management, or a related field, or equivalent professional experience. - 5+ years of experience supporting business operations, CRM platforms, survey management programs, customer engagement initiatives, or related functions. - Experience managing complex business processes and cross-functional projects. - Strong analytical, organizational, and problem-solving skills. - Experience creating reports, dashboards, and operational metrics. - Strong communication and stakeholder management skills. - Experience working in Agile or fast-paced operational environments. Benefits - 401(k) - 401(k) matching - Dental insurance - Flexible schedule - Flexible spending account - Health insurance - Health savings account - Life insurance - Paid time off - Professional development assistance - Referral program - Retirement plan - Tuition reimbursement - Vision insurance

• Specialize in Business Process and Change Management • Assess current operations, identify improvement opportunities, and design sustainable future-state solutions across functional areas • Facilitate workshops, map business processes, evaluate technology and SaaS readiness, and translate findings into actionable recommendations • Navigate complex organizational dynamics and build trust with stakeholders at all levels • Drive adoption of new processes and ways of working through effective communication, critical thinking, and change management strategies

Role Description This role is based at our corporate office in Dallas, TX or Remote. This is your chance to be part of a Customer Care Team that is revolutionizing human hospitality in a digital world. As a Project Analyst, you will strive to provide personalized solutions that inspire a passion for travel, making a lasting impression with every Hilton guest with whom you interact. On the Hilton Reservations and Customer Care (HRCC) team, you will report to the Director of Customer Excellence. You will apply project management skills for multiple initiatives and business-as-usual activities, requiring the use of project management tools, data collection and analysis, and process fundamentals. What you'll do during a typical day: - Manage HRCC internal and corporate project deliverables using industry-standard project management tools. - Manage projects from initial consultation through full execution, ensuring communication of progress and status updates. - Maintain project plans and artifacts, reporting, and work with teams to build cases for project approvals. - Conduct and document business plans. - Study and document standard processes and implement change to improve efficiency. How you'll collaborate with others: - Partner with Process Analysts to document and implement business and process changes. - Lead project meetings and serve as the project representative for HRCC, document business discussions, outcomes, actions, and risks. - Bring teams together to document tasks, assign owners and timelines, and create a framework for follow-up and execution. - Communicate status of projects, calling out risks and accomplishments. Projects you'll take ownership of: - As part of HRCC Shared Services, manage projects related to ongoing HRCC contact center operations and corporate initiatives, including implementations, site launches, and other projects. Qualifications - Two (2) years' experience in project or program management, Shared Services, Agile methodologies, or business process improvement. - Two (2) years' experience working in a large, multi‑function contact center environment. - Proficiency in PowerPoint, Smartsheet, Excel (including maintaining complex spreadsheets), and Microsoft Project or similar (such as Asana, Trello). - Proficiency with tools such as Visio and Smartsheet, coupled with the skill to craft compelling narratives using data, text, and visualizations. - Travel less than 10%. Requirements - Four (4) years of experience in project program, Shared Services, or process management. - PMP or relevant project management or Agile certification. Benefits - Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40/night at our world-class hotels through our Go Hilton travel program. - Own a piece of Hilton – Through our employee stock purchase program (ESPP), you can invest in Hilton shares at a 15% discount to help build your financial future. - Paid parental leave – Because family matters. We offer paid leave for eligible Team Members, including partners and adoptive parents. - Personalized caregiving support – Access dedicated caregiving concierge services to help navigate caregiving for yourself and your loved ones. - Crisis concierge – In times of loss, our Crisis Concierge offers a single, compassionate point of contact for both practical support and emotional care. - Mental health resources – Your wellbeing comes first. Eligible Team Members can access free counseling and support through our best-in-class Employee Assistance Program (EAP). - Generous paid time off (PTO) – Recharge, relax, and take time for what matters most. - Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you and your family covered. - Financial security for your future – Our retirement plans make it easier to save for what's next.