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Manager, Customer Insights

United States - Washington - Seattle


Manager, Customer Insights

The Customer Journey Health (CJH) organization is the customer conscience within Expedia Marketplace. We keep customer needs at the center of our work and help build a customer-responsive environment through understanding and addressing customers’ greatest problems with our websites, apps, call centers, and partners. We partner with all areas of Expedia Group to ensure product and service features incorporate customer needs and want. We provide relevant and timely insights about the experience and build out stories and narratives to drive empathy for the customer.

With a focus on Customer insight and a deep understanding of critical experiences, we prioritize and channel opportunities for repair and improvement across Expedia Group (EG) to drive high customer satisfaction and loyalty.

The online travel market never stands still, it’s a fast-paced digitally-driven business that uses behavioral data to help drive outstanding travel experiences. Within the team, we're in the thick of it, we live and breathe customer insights. Are you a hardworking customer advocate who wants to be part of a team with varied strengths who deeply understand the importance of listening to customers? Do you have a passion for turning data into meaningful visual insights? If any of those are true… The insight team is looking for YOU!

Business Contribution/Impact

The Customer Insights team produces customer listening flow and ensures the customer has a seat at the table by translating feedback data to be simply consumed. We participate in cross-team squads, working closely with other functions within CJH such as the Advisory team to prioritize the projects we undertake and with the Data Enablement team on data development and automation opportunities. The insights are used to influence teams across the company to take action to repair and improve experiences. The role provides an outstanding opportunity to build a positive relationship across teams as we maintain close partnerships with other teams who collect customer feedback and produce insights like CX research, EG reviews, and Data Platform teams for data support.

What you will do:

  • Lead multiple customer data sources (product dashboards, cross-team input, research, etc.) to understand customer needs.

  • You will orchestrate work with key partners and give subject matter expertise to develop Voice of Customer platform tool roadmaps and set up and scale new standardized processes for reviewing customer data

  • Run and maintain Natural Language Processing (NLP) taxonomy intake, audit, and documentation

  • You will understand, lead and deliver on the end-to-end customer feedback journey platform experience

  • Support key partners by continuously helping them to successfully navigate through customer behavioral data

  • Creatively develop tools, visual reporting to support the understanding/education of sophisticated customer data structures

  • You will use polished skills to expertly convey technical and business concepts to executives and teams

Who you are:

  • We are looking for a candidate with 5-7 years experience

  • MBA or bachelor’s degree in Marketing/Business or equivalent related experience working within experience insights

  • Applies storytelling and persuasion to connect vision, strategy, and action plans at the organizational level

  • Demonstrates a critical understanding of business processes making recommendations for improvement, sponsoring and staging workshops/knowledge sessions

  • An excellent problem solver able to identify key issues and the analytics prowess to drive insights and action

  • A strong communicator, both written and verbal, able to lead through influence

  • An experienced analysis, well organized across project management roles within customer insights or consultancy

  • A change agent who is inventive, resourceful, and flexible

  • Forward-thinking and customer-centered; use a design thinking approach to everything you do

  • Knowledgeable in customer insights, online retail experience, or online travel

  • Experience in Microsoft Excel, SQL/ Teradata, Omniture, Excel, Tableau, text analytics platforms, and Powerpoint preferred

About Expedia Group 

Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®,™, and Expedia Cruises™.  

© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Expedia is committed to creating an inclusive work environment with a diverse workforce.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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Job Category
Marketing Group

Job Function

United States - Washington - Seattle
United Kingdom - London

Job Type
Full-Time Regular

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