Senior Manager, Data Enablement
Are you a driven Business Intelligence professional with a passion for driving organizational action around customer outcomes? Join us to make an impact!
As Senior Manager, Data Enablement at Customer Journey Health you will partner with our cross functional teams at Product, Analytics and Customer Support to systematically eliminate preventable bad experiences for our customers. You will be helping the team deliver valuable customer insights on bad experiences and help craft our data enablement strategy. You will identify gaps in terms of readiness, suggest and launch creative data insight solutions and work closely with our teams such as Product Analytics, Experience and Design, Product and Technology to unlock EG Marketplace’s full potential.
Customer Journey Health (CJH) is the customer conscience within Expedia Group. We keep customer needs at the center of our work and help build a customer-responsive culture through understanding and addressing customers’ greatest pain points with our websites, apps, call centers, and partners. With a focus on E2E journeys and a deep understanding of critical experiences, we prioritize and channel opportunities for repair & improvement across EG to drive high customer satisfaction and repeat.
What you'll do:
Lead a small team of Customer Journey Data Analysts and collaborate with cross functional squads and project initiatives to develop well curated customer insights
Be an opinion leader in developing and socializing new ways to systematically achieve customer outcomes. E.g. Through standardised measurement frameworks/ strategies, helping develop Objectives and Key Results that wider teams can subscribe to etc
Help develop a Data enablement roadmap including initiatives to fill any readiness gaps and coordinate with our leadership and functional partners to drive initiatives forward
Establish relationships and stay connected with similar functions across Expedia Group to find opportunities to standardize methodologies and insights
Own ad hoc projects related to organizational change
Coach and mentor both Data Enablement and CJH team members on Data platform initiatives, and any critical breakthroughs in data analytics
Who you are:
Can function independently with little to no supervision, proactively identifying, prioritizing and driving key projects
Have a strong understanding of Data Analytics and Data Science
Forward-thinking and customer oriented; use design thinking approach to everything you do
Combine a bias for action, solid problem-solving approach, and a strong ability to influence at all levels
An inspiring and empathic leader with the ability to empower and develop individuals
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®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, Egencia®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.
If you need assistance during the recruiting process due to a disability, please reach out to our Recruiting Accommodations Team through the Accommodation Request form. This form is used only by individuals with disabilities who require assistance or adjustments in applying and interviewing for a job. This form is not for inquiring about a position or the status of an application.