Customer Experience Program Coordinator Hybrid AZ

Job Overview: Customer Experience Program Coordinator (Hybrid)

BWH Hotels (formerly Best Western International) is seeking a tech-savvy and service-oriented Customer Experience Program Coordinator to join their corporate team in Phoenix, AZ. This role acts as a “System Architect” for guest satisfaction, supporting the global adoption of the Medallia platform and the Canary Guest Management System (GMS) across 18 brands and 4,300 hotels.

If you enjoy troubleshooting, data reporting, and helping hospitality teams leverage technology to improve the guest journey, this role offers a perfect blend of technical support and internal consulting.

Key Responsibilities & Platform Management

System Onboarding & Global Support

• Coordinate new hotel enrollment and activation on CX platforms to ensure accurate and timely setup.

• Serve as the primary technical resource for global hotel teams, providing troubleshooting and guidance on best practices.

• Troubleshoot routine system issues efficiently and escalate complex technical problems according to established procedures.

Reporting & Resource Development

• Provide administrative support, reporting, and maintenance for the Medallia and Canary platforms.

• Identify user trends to proactively develop training materials, guides, and self-service resources.

• Host webinars and tutorials to support new user onboarding and platform feature adoption.

Process Improvement & Collaboration

• Collaborate with colleagues to improve internal documentation and knowledge resources.

• Support continuous system improvements by identifying enhancement opportunities and creating evidence-based tests to measure effectiveness.

• Deliver thorough and timely follow-up on internal support tickets and guest experience inquiries.

Requirements & Preferred Experience

Qualifications

• Experience: 12–18 months in customer experience, hotel operations, technical support, or administrative support.

• Platform Knowledge: Prior experience with Medallia or Canary GMS is highly preferred.

• Education: High school diploma or equivalent (preferred experience in related fields).

Required Skills

• Technical Proficiency: Ability to learn new software quickly and explain technical concepts clearly to non-technical users.

• Software Skills: Beginner to intermediate proficiency with the Microsoft Office Suite.

• Communication: Strong interpersonal, verbal, and written communication skills; ability to articulate the value of CX to business success.

• Organization: Solid attention to detail and the ability to manage multiple priorities independently under general supervision.

Work Location & Schedule

• Model: Hybrid (On-site Mon/Wed/Fri; Remote Tue/Thu).

• Location: Global Operations Center, 20400 N 29th Avenue, Phoenix, AZ 85027.

• Hours: Monday – Friday, 8:00 AM to 5:00 PM (Arizona Time).

• Sponsorship: This position is not eligible for immigration sponsorship.

  The Organization & Culture In 2026, Best Western International—the global headquarters for BWH Hotels—stands as a unique “Member-First” powerhouse in the Biltmore area (6201 N. 24th Parkway). Unlike traditional corporate-owned chains, Best Western operates as a non-profit membership association, which deeply colors its workplace culture. Employees describe a “Supportive and Collaborative” environment where the founding principle of “members helping members” extends to the corporate staff. The vibe is a mix of high-tech innovation and classic hospitality; while the culture is praised for its ethical leadership and community feel, internal feedback in 2026 suggests a high-pressure push toward digital transformation and a strictly enforced return-to-office policy for many departments.

  The Phoenix Hub: The Global “Control Room” The Phoenix headquarters acts as the central nerve center for over 4,300 hotels across 100+ countries:

  • The Tech Transformation: Phoenix is the birthplace of the 2026 “Next-Gen” Digital Platform. This AI-driven website and mobile app ecosystem delivers hyper-personalized recommendations, managed by a massive internal tech team and strategic partners like TEKsystems.

  • Strategic Command: Led by CEO Larry Cuculic, the Phoenix hub orchestrates global expansion, particularly the rapid growth of “soft brands” like WorldHotels and the boutique Aiden and Vīb collections.

  • Property Support Center: Phoenix houses the critical “AutoClerk Atlas” support team—the company’s proprietary, cloud-based property management system that serves thousands of hoteliers across North America.